The Guru Way

Contact center turnover runs 60 to 100 percent a year. Mitch Korb, VP of Human Resources at The Office Gurus, joins Matt McGeorge to explain why, and what the teams that keep their people do differently.

Mitch started as an agent and has 40 years in the industry. They talk about why turnover is a CX metric and not only an HR one, what customers lose when experienced agents leave, the three mistakes leaders make with retention, and the four areas The Office Gurus uses to keep people: Connected Growth, Culture of Recognition, Purposeful Belonging, and Wellbeing and Rewards.

If you outsource part of your customer experience, Mitch also shares the one question to ask your partner about culture.

Learn more: https://theofficegurus.com

Most companies still choose an outsourcing partner based on price alone — and that's the wrong first question. Matt McGeorge (VP of Client Experience & Growth) and Ben Alpert (VP of Strategic Development) break down the real difference between a vendor and a partner, why the industry's best outsourced teams are hitting 90% CSAT vs. an 80% average, and the hidden costs that show up when companies chase the lowest rate. Plus: a practical 4-step checklist for evaluating your next outsourcing partner.

Everyone's investing in AI right now, but almost no one is training the people working alongside it.

That's where CX breaks down.In this episode, Matt McGeorge VP of CX and Growth sits down with Stephanie Walsh (Senior Director of Client Solutions) to break down: Why AI is making agent roles harder, not easier, the 3 biggest challenges agents face today, a framework for training agents in the AI era, how one team improved accuracy by 18% in one week.

If your AI isn't delivering the results you expected, the gap usually isn't the tech, it's the training.#ContactCenter #CustomerExperience #AIinCX #BPO #TheGuruWay

Everyone is asking the wrong question about AI in customer experience.

It's not "Will AI replace humans?" — it's what happens if you get the balance wrong.

77% of CX leaders are under pressure to deploy AI. 75% are growing AI budgets. But most companies are implementing faster than they're redesigning — and that's where customer experience quietly breaks.

Matt McGeorge sits down with Jaimie Bell, VP of Client Solutions at The Office Gurus, on the reframe leading CX orgs are already making: the goal is not automation. It's orchestration.

In this episode:

- Why "AI vs Humans" is the wrong frame

- Where AI actually drives ROI (and where it destroys it)

- How top CX teams structure the hybrid model

- The most common implementation mistakes

Learn more: theofficegurus.com