No Hold Time

No Hold Time

By MosaicxBusiness
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No Hold Time episodes

  • Generative AI Needs a Human in the Loop

    In recent times, there are few technologies that have been as hyped as generative AI. Everyone is interested in how it can maximize their workflows, improve customer experience, and cut costs.

    But while it can do all these things, you should keep a close eye on it. Lately, leaders in the space have been holding discussions about where to keep a human in the loop. Basically, they're questioning how to find the balance between AI-powered automation and human-powered oversight.

    In this episode, Mosaicx President Rebecca Jones joins the podcast again. She talks with Brian and David about keeping humans in the loop, where previous technology - like chatbots - fell short, and how generative AI can be used in sensitive industries like healthcare.

    Please like, subscribe, and comment about whether you'd trust AI with sensitive data, like financial and health information.

    Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

    Let us know what you think. Visit mosaicx.com/podcast or find Mosaicx on LinkedIn to continue this conversation.

    20 min
  • Leadership, Mission & Purpose Behind the AI | Rebecca Jones (Mosaicx)

    We've talked in the past about why we work in this business. We have the opportunity to turn a bad situation into a great experience for thousands of people every day. In that spirit, we asked Mosaicx President Rebecca Jones that same question.

    Rebecca has worked in the contact center and CX business for decades, originally working for years as a contact center agent. This wide-ranging interview begins by discussing her volunteering with the Molly Johnson Foundation and Families for Effective Autism Treatment of Louisville. She then talks about what she's seen in this space over the years and how that's affected her leadership style for a conversational AI brand.
    She also discusses mission and purpose in an organization, women in technology, how to cultivate your inner circle, and the prevalence of imposter syndrome.
    We'd love your feedback to guide future episodes. If something resonated with you, please comment to let us know. If you have ideas or would like to appear on the show, please message us at mosaicx.com/podcast.
    Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

    59 min
  • Ensure CX Technology Works Together

    Eric's internet went out. It happens. It's frustrating. But he was understanding. What made the situation worse was when the internet company sent him a text days after it was restored asking if he was still experiencing an outage. That text showed that the company was out of touch with his service, and it merely reminded him that there was a problem multiple days earlier. Their technology ecosystem is disconnected.

    In this episode, Brian, David and Eric discuss how important it is to break technology siloes and ensure all your data and technology is helping build a unified, consistent customer experience.

    29 min
  • Be More Helpful and Less Creepy with Customer Data

    Everyone has data, but not everyone knows what to do with it. In fact, it's only been in the past few years that companies have really figured out how to centralize all the data they had about their customers. This data tells you a lot about your customers. What they want to buy. When they want to talk to you. How they want to interact in different circumstances.

    However, customers are more protective of their data than ever. If they trust you enough to share their information, you have the responsibility to use that data to do what's best for them, not what's best for your business.
    In this episode, Brian, David and Eric describe what types of customer data are important and how you can use it the right way. Here's how you create experiences that make customers happy they shared their data.
    Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

    34 min
  • Supporting People in Crisis: Interview with Vibrant's Grant Riewe

    Usually, we love talking about new technology and how it can improve interactions with customers, patients, members and other stakeholders. But technology doesn't always provide the right solution in every situation.

    Vibrant Chief Technology Officer Grant Riewe joins the podcast in this episode to talk about just that. Vibrant offers a variety of services to help people through mental heath crises, including supporting the 988 Suicide & Crisis Lifeline. For such a critical service, Grant says he wants to connect these helpseekers with a trained, human counselor as fast as possible. But that doesn't mean technology can't support other parts of his business.
    This is a deep conversation about how we should design technology to interact with humans, as well as how to support people when they're at their lowest.
    If you or someone you know is struggling or in crisis, help is available. Call or text 988 or chat 988lifeline.org.
    Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

    45 min
  • Cheesemaking, Penny Whistles & Whale Conservation: Interview with Vibrant's Grant Riewe

    Grant Riewe is the chief technology officer of Vibrant Emotional Health, an organization that provides mental health resources to people across the United States. And we'll get into his work at Vibrant in the next episode. In this one, he shares his interesting interests and stories from a life filled with music, baking and studying humpback whales in Southeast Alaska.
    This episode has something for everyone. Learn how to help save the whales or get tips on how to elevate a classic chocolate chip cookie. And subscribe to catch the next episode, which will be all about how Vibrant supports people in times of need.
    Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.
    To contribute to the research and conservation of humpback whales in Southeast Alaska, please visit AlaskaWhaleFoundation.org.

    37 min
  • Dos and Don'ts of Mobile Messaging (RCS, MMS & SMS for Business)

    With the show being called "No Hold Time," we talk a lot about the voice channel. But today, the guys dig into what may be the most popular method of person-to-person communication: texting.

    Texting has come a long way since the days of T9 (Thanks, David...SMH) and it's certainly nothing new for many customer service organizations. What IS new are modern customer preferences, the fear of scammers, developments in app notifications/adoption, and the ongoing transition to RCS.
    Even if you know everything there is to know about RCS, SMS, and MMS, you'll still LOL as these guys share their POV about business messaging IRL.
    BTW: Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

    27 min
  • Ethics of AI in Customer Service

    This one's a little heavy, but it's very important. Everyone is talking about what AI can do for their business, but it's just as crucial to consider how to use these new tools responsibly.

    They may not be ethics professors, but Brian, David and Eric do their best to share some considerations to ensure AI is used fairly, responsibly and for the good of everyone who interacts with your brand.
    Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

    33 min
  • Don't Automate Everything: How to Use Intelligent Routing

    We talk a lot about automation as a way to cut costs and improves some aspects of the customer experience. But there are some interactions that you can't (or rather, shouldn't) try to automate. In these cases, it's important to quickly route the customer to an agent who can solve their problem.
    Brian, David and Eric describe intelligent routing, offer examples of how it's used in contact centers, explain why not every customer gets the same treatment, and even dig into how intelligent routing applies to in-person experiences.
    Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

    29 min
  • The Customer Service Metrics You Should Be Using

    We talk a lot about how technology evolves and how customer experience stays the same, but many of these conversations begin with how we measure outcomes for clients. In this episode, the guys get into the math of customer service metrics. How should you measure success of your contact center or IVA? Are there new metrics that shed light on your customers' experience? Or are traditional metrics still leading the way? Brian, David and Eric share how they measure success for their clients and share nuances on some of the metrics you're probably already using.

    Did you hear an unfamiliar term or acronym in this episode? Visit mosaicx.com/glossary to find out what it means.

    29 min

About No Hold Time

From the publisher's feed

"Hold time" describes how long a customer waits on the phone, traditionally while listening to bossa nova or smooth jazz.