The Contact Center Gurus

Every contact center has an AI graveyard. Failed chatbots. Pilots that never scaled. The root cause is almost never the technology — it's a lack of AI readiness, unclear use cases, and AI that was built to respond rather than resolve. In Episode 5 of the Contact Center Gurus Podcast, host Darren Prine is joined by Mike Schulman, VP of Channel Sales at Yellow.ai, for a no-hype breakdown of what sep...

The BPO industry is splitting in two — commodity providers heading toward irrelevance, and transformation partners capturing all the growth. In this episode, Darren Prine sits down with Siddharth Victor, SVP & Head of Support Services at Movate, to break down why the traditional BPO model is structurally misaligned with what clients actually need — and what the shift to outcome-based CX looks like...

Most healthcare contact centers have tried chatbots and been burned. But what's possible today with AI agents is dramatically different. In this episode, Darren Prine sits down with Rebecca Clyde, Co-Founder and CEO of Botco.ai, to break down what AI in regulated environments actually looks like when it's built right — from day one. What you'll hear in this episode: Why early chatbots failed healt...

Jim Murphy didn't start out building contact centers. He started with a pager business out of a college apartment in the San Fernando Valley. Then the 1994 Northridge earthquake flooded his inventory, FEMA sent a $2,000 check, and a business mentor told him to stop pretending and get a real office. Thirty years later, Jim is the CEO and Co-Founder of BroadVoice — a cloud communications company ope...

Most organizations buy AI and call it a day. But that's exactly where the real work begins. Darren Prine sits down with Wayne Butterfield, Founder of STX-AI, to unpack why so many AI initiatives fail — not because of the technology, but because of what happens after the purchase. What you'll learn: Why procurement is the starting line, not the finish line What post-deployment scaffolding actually...

Guest: Adam Fenwick, SVP Global Alliances, Boost.ai Topic: Conversational AI in contact centers Focus: Strategy, design, regulation, and scale Audience: CX leaders, contact center executives, IT and digital leaders Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

Guest: Tyler Dixon , SVP of Sales at LivePro Host: Darren Prine — The Contact Center Gurus Podcast Connect with us: Website: https://cloudtechgurus.com/ YouTube: The Contact Center Gurus Podcast Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

This episode dives deep into the balance between automation and human connection in modern customer support. Dan O’Connell , CEO of Front , joins Darren Prine to unpack how Front powers over 9,000 businesses to deliver seamless, personalized service at scale — using AI the right way. From breaking silos to redefining collaboration, Dan explains why the best companies are moving toward unified cust...

Can analytics turn your contact center from a cost center into a driver of revenue and loyalty? In this conversation, Darren Prine and Jim Iyoob explore the new era of QA, one that’s powered by AI, data, and predictive insights. In this episode, you’ll learn: Why QA must evolve from checking boxes to changing behaviors How predictive coaching helps agents improve before they fail What happens when...

What happens when AI meets the human side of customer experience? In this episode, we discuss: How to break down silos across voice, email, chat, and social Where AI is making the biggest impact today (agent assist, routing, analytics) Why balancing automation with empathy is the real differentiator How CX leaders can shift from cost centers to revenue drivers Hidden costs of tech sprawl and the s...

Host: Darren Prine Guests: Brad Garner & Aaron Symbolik (Krista) What can AI really do for enterprises right now? Spoiler: it’s far more than chatbots and hype. In this episode, we dive into real-world wins, missed opportunities, and why leaders can’t afford to “wait and see” when it comes to AI adoption. Key topics include: Enterprise-wide AI impact: beyond ChatGPT How AI solves bottlenecks acros...

Guest: Martin Hobratschk, CEO of Cognita Knowledge Management Host: Darren Prine, Cloud Tech Gurus Episode Overview Knowledge management is often overlooked — or worse, misunderstood. Many companies think a SharePoint folder or Google Docs library is enough. In reality, these “digital landfills” slow down agents, frustrate customers, and hurt retention. In this episode, Darren speaks with Martin H...

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 #...