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CX Gurus
CX Gurus episodes
- Why 79% of Your Team Managers are Poor Coaches and What to Do About It
What You Will Learn:
- Why coaching is critical to contact center success.
- How our evolution as hunter-gathers is preventing your team managers from coaching well.
- What skills your team managers must develop to coach effectively.
- What a cohesive coaching system looks like.
- Why measuring coaching activity and quality is the key to success.
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
39 min - How is AI-Powered Speech Analytics transforming Contact Center Performance
How is AI-Powered Speech Analytics transforming Contact Center Performance
What drives changes in CX? What are the most important metrics when it comes to CX? How to combine the power of AI-powered speech analytics and human intelligence to drive better CX and employee performance? Get insights into all these questions in the Podcast. If you can effectively use human intelligence and artificial intelligence, then you can increase customer retention and improve customer experience. Learn more on this from Etech experts.
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
50 min - Customer Support Sucks....But Does It Have To?
In this episode you will learn about a New Support Experience Platform called, Supportlogic.
- A better way to Predict and Prevent Customer Escalations.
- Turn your Reactive Customer Support Center into a Proactive One.
- Getting better Customer Satisfaction with Sentiment and NLP as opposed to Customer Surveys.
- And More
You can reach John at: [email protected]
www.supportlogic.io
SupportLogic uniquely addresses the critical business issues of customer escalations and case backlog, allowing our customers to get in front of their business. The impact is immediate and measurable, directly impacting retention (churn), CSAT scores, and team productivity.
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
40 min - Artificial Friction & Empathy
How to maximize deflection while maximizing efficiencies in interactions without creating Artificial Friction. We will discuss how the advent of AI has created new challenges in the Customer Interaction space. Why does decision making with Empathy impact the bottom line.
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
54 min - Intro to Artificial Intelligence in the Contact Center
Every contact center leader knows they need an AI strategy, but what exactly are the benefits? AI promises reduced costs, better efficiencies, and a deeper understanding of customer experience if implemented correctly. The question then becomes where to start? How can individuals look into their current contact center and identify which KPI’s they should focus on, how to select a vendor, and how to rally internal teams on this new strategy? Equally important, how do contact center leaders learn to identify what’s real and what’s just hype when it comes to AI, and how do they avoid the pitfalls of a botched AI strategy?
Join IV.AI CEO Vince Lynch and Owen McGrath, Head of US Sales, as they unpack the truths and hype surrounding AI in the contact center, and learn how you build on your current AI strategy to ensure long-term success.
Contact Info Below:
[email protected] | [email protected]
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
56 min - Lean Techniques in the Contact Center
Paul has a BS in Engineering from the United States Military Academy at West Point and an MBA in Finance from Boston University. Paul's work experience begins as a paratrooper and Infantry officer. After grad school he moved into corporate finance. From a finance role he transitioned into field service engineering operations where he built and operated such organizations.
After consulting for a while he yearned for a leadership role again and moved into customer service support and technical support where I have been for the last 15 years.
What you will learn today:
- What is Lean and how does it fit into a call center environment?
- What are some of the aspects of lean execution that you have found are crucial to its success?
- Pros and Cons of Lean Techniques
- How to Apply Lean Techniques in the Real World
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
26 min - Engaging Contract to Hire Staff in a Tough Contact Center Labor Market
The Phoenix Contact Center market is highly saturated, and post pandemic, it’s like the Wild, Wild, West. There are so many factors outside of our control, it can be disorienting. What can you control and what are the best decisions under the circumstances?
- Recruiter orientation
- Wages and/or Incentives
- Surveys and feedback
- Communication and Connection
- Debate on when to convert
- Micro promotions
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
37 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.