The Contact Center Gurus

 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...