The Contact Center Gurus

Welcome & Background – Jeofrey’s journey and why Gen Z is the focus of his new book. Why Gen Z is Changing Everything – habits, buying power, and expectations. The Importance of Trust and Peer Reviews – how Gen Z validates decisions. Customer Experience Intelligence (CXI) – using data and insights to serve Gen Z. Balancing Human Touch and AI – why this generation expects both. Workshop Preview – f...

While the book(s) on Customer Success were already written years ago, embracing Customer Success is still a challenge for many CEO’s and CSL’s. In a sea of opinions, it is easy to follow those who tell you what you like to hear and call uncomfortable messages Fake News.   Follow the lead of the Usain Bolt’s and Tom Brady’s in Customer Success and learn a handful of strategies to achieve 28% higher...

About Vicki Brackett Recognized as a subject-matter operations expert on virtual/work-at-home environments and leadership development, Vicki Brackett has written for and been interviewed by Forbes, Fast Company, Fortune Magazine, CFO Magazine, CEOWorld, HR News, Woman Diversity, Training Magazine, ICMI, Contact Center Pipeline and a host of other publications, news outlets and podcasts on creative...

Things you will learn in this episode: Advantages of cloud contact centers How to track agent productivity. New innovations in contact center space. How AI can be integrated into the contact center space. How contact centers are moving towards conversations. Episode Sponsors www.supportlogic.io www.balto.ai/guru www.ozonetel.com www.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus...

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 (d...

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 ww...

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:  Lance. Fried@Thrio.com Thrio’s groundbreaking CCaaS platfor...

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 initia...

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.cloudtechgu...

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....

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...

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....

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 #...

 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 #ozon...

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....

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 i...

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: john@supportlogic.io  www.supportlogic.io  SupportLogic uniq...

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 #oz...

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 t...

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...

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 E...