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CX Gurus
CX Gurus episodes
- Cultural and Employee Engagement
Hear how a national non-profit organization nearly doubled their internal NPS employee satisfaction score by using proven tools and concepts to address and improve their agency's culture and by using technology to assist in employee engagement in a nearly 100% remote working environment.
Short list of how we live our culture of KCAs (Key Cultural Attributes)
- President’s Council focus on Culture (detail below), which includes both front-line staff and leaders
- A Culture Turned
- KCAs
- KCA focused company-wide events
- Upcoming in January: KCA training for leaders
- Hurricane Ida $26k dollars
- Karen Soileau Scholarship Fund
- Strategic Goal is to invest in our employees
- Hiring of SVP of HR & Diversity
- Rollout of leadership 360s
- COA accreditation – anticipate passing with flying colors are every 4 year accreditation that looks at things such as training, quality client rights, financial governance, HR practices, etc.
- Yammer
- the All Company Community which includes President’s message in which employees can directly engage with President
- plus employee created communities such as pets, food, gaming, personal finance
- Using technology to remove layers of bureaucracy and creating transparency
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
28 min - President’s Council focus on Culture (detail below), which includes both front-line staff and leaders
- The Great Resignation: How we can leverage AI & Gig Workers
In This episode you will learn how the Great Resignation is effecting many companies around the world and what are some things we can do to ease the squeeze.
- Learn about new AI Technology Trends
- Learn about the importance of Gig Workers.
- Learn about working with Alex and Aarde to Level Up Your Customer Experience Technology Stack.
- And More.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
41 min - Ready or Not, Here Comes The Cloud
In this episode, you will learn how the Pandemic has significantly accelerated the movement from premises to cloud deployments for CX, as well as tactful strategies and approaches to migrating.
* Enterprise Cloud Adoption
* Embrace vs Stay the Path
* Care is the New Sales
* What the Cloud Delivers Today
* And More
You can reach Lance at: [email protected]
Thrio’s groundbreaking CCaaS platform features robotic process automation, inbound and outbound voice engines, a complete suite of digital channels (email, chat, SMS, social), and a range of built in AI tools. Thrio offers an API-first architecture and array of security certifications that make it a strong choice for complex and high-volume environments. Thrio’s team of contact center experts develop and market cutting-edge technology that sets a new standard for reliability in contact centers. To learn more, please visit Thrio.com.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
53 min - Why You Should Stop Shopping for AI
In this episode you will learn how to explain AI in simple business terms to your leadership; why this category of technology is so exciting and deserves all the attention it is getting right now; and why you and your leadership
should stop "shopping for AI" solutions or saying "we already have an AI solution".
You will learn smart questions to ask AI solution vendors and how to define an initial use case that will produce business value. You will learn how to tell the difference between "real" AI technology that is relevant to you and marketed AI that is meaningless.
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
35 min - Mentorship: Understanding and developing the next generation of Customer Success Leaders
In this podcast you’ll hear about motivations for up and coming CS leaders, the support, structure and touchpoints needed to help them develop and some of the projects that they can look to co-own as part of their development.
You can reach Eddie on Linkedin Here: https://www.linkedin.com/in/eddie-christian/
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
24 min - Reducing Turnaround Time To Train Agents With MicroLearning
In this session you will learn ways to create micro learnings in order to train agents on a short program, new process, or a new line in a cost-effective manner and at the same time check for understanding.
What is microlearning?
How do you create microlearning courses?
Is microlearning for everyone?
You can reach Mark on Linkedin here: https://www.linkedin.com/in/marknick/
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
30 min - Why Customer Support is No Longer the Red-Headed Stepchild
Summary of what you will learn:
- How to Transform your Support Team to becoming more Proactive and Engaged
- What are some tools being used to Elevate your Support Team to the Next Level
- Moving from a Cost Center to a Revenue Generating Center
You can reach Emre via Linkedin here:
https://www.linkedin.com/in/emretekoglu/
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
29 min - AI Adoption Study
The results from the survey will help companies cut through the noise and understand industry best practices. In addition, it will help executives understand:
-How they stack up to their peers
-Why companies have and haven't adopted AI
-What were the results by those who have adopted AI
-Cost/benefit data
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
38 min - Work From Home - The New Office
In This Episode You Will Learn:
- The New Working From Home Dynamics.
- How it allows you to hire the best and how to keep everyone feeling like part of a team.
- How Workforce Engagement Management Tools are a Must Have
- Keeping Employees Morale Up
- And More....
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
30 min - Why Contact Center Tech won't save you from Needing Salespeople on the Phones
Today's Episode, you will learn about:
- Why your potential customers still want to talk to a salesperson (even though its "dangerous")
- Priorities for ensuring your team fundamentally succeeds
- When to start thinking about adding technology to scale your sales operation
Episode Sponsors
www.supportlogic.io
www.balto.ai/guru
www.ozonetel.com
www.cloudtechgurus.com
#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com
49 min
About CX Gurus
From the publisher's feed
We didn't study contact centers. We ran them.
CX Gurus goes inside the enterprise contact center with the operators who've lived it — from 500-seat teams to 10,000+ global BPOs. Each week, host Darren Prine and guests break down what's actually working in CX and AI, and what's just noise.
Expect straight talk on AI agents, QA, WFM, vendor selection, and the messy reality of transformation. No consultants who've never taken a call. No hype. Just the practitioner's view from the floor.
Built by Cloud Tech Gurus.