CX Gurus

Jessica Voss, Darren Prine, Fred Stacey

We didn't study contact centers. We ran them.CX Gurus goes inside the enterprise contact center with the operators who've lived it — from 500-seat teams to 10,000+ global BPOs. Each week, host Darren Prine and guests break down what's actually working in CX and AI, and what's just noise.Expect straight talk on AI agents, QA, WFM, vendor selection, and the messy reality of transformation. No consultants who've never taken a call. No hype. Just the practitioner's view from the floor.Built by Cloud Tech Gurus.

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47 Folgen

Rebuilding the Floor: What Remote Contact Centers Are Still Missing vor 3 Wochen 37:14
The Longest Wait: What Kidney Failure Taught Me About Customer Effort vor 3 Monaten 33:22
Remote Work, Leadership, and the Future of Contact Centers | John Coulter vor 3 Monaten 54:58
Nate Brown's Journey in Customer Experience | From Customer Service to CX Leadership vor 3 Monaten 1:19:52
From Insurance Agent to Running Contact Centers Worldwide | Tyler Orrell vor 3 Monaten 1:14:14
AI in CX: Bill Staikos on the Future of Contact Centers vor 3 Monaten 59:39
From Agent to CEO — Gina Gibson on Matching the Right Tech to the Right Problem vor 3 Monaten 1:06:30
Why People Disengage at Work — Justin Robbins on Rebuilding Trust in CX vor 3 Monaten 1:01:23
From Check Authorizations to AI ROI — Laura Zegar on 27 Years in CX vor 3 Monaten 1:05:37
From Crisis Line to Call Center QA — Lorne Wood on Fixing What Technology Can't vor 3 Monaten 1:00:26
Where Performance Meets Fun — Cynthia Carrese on Building Cultures That Work vor 3 Monaten 1:04:41
The Power of Connection: Valerie McSorley on People-First CX and Communities That Thrive vor 3 Monaten 1:04:06
30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way vor 3 Monaten 1:04:09
What If Your Contact Center Was Perfectly Staffed - Every Hour, Every Day? vor 4 Monaten 43:53
Escape the AI Graveyard: Why Most Bots Fail & How to Build AI That Actually Resolves vor 5 Monaten 57:33
Stop Paying for Agents. Start Paying for Outcomes. | Ft. Siddharth Victor, Movate vor 6 Monaten 46:08
Stop Buying Chatbots, Start Deploying AI Agents vor 7 Monaten 36:13
Why the Simplest Contact Center in the Room Keeps Winning vor 8 Monaten 34:09
AI Readiness vs. AI Deployment: Why Getting the Order Wrong Costs Millions vor 8 Monaten 1:03:45
From AI Chaos to Customer Confidence: Building Virtual Agents That Actually Work vor 1 Jahr 46:32
Modern Knowledge Management: Unlocking Real CX Results vor 1 Jahr 35:20
Automation and AI in Support: Keeping the Human Touch vor 1 Jahr 30:33
The Analytics Advantage: Why the Right QA Solution Defines Your CX Success vor 1 Jahr 26:03
AI, Humans & the Future of CX 🚀 vor 1 Jahr 39:07
The AI Secrets Most Companies Don’t Know (Yet) vor 1 Jahr 42:25
Future of Knowledge Management | Martin Hobratschk vor 1 Jahr 27:47
Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience vor 1 Jahr 37:00
Customer Success Myth Buster – Separating Fake News from Reality vor 4 Jahren 28:41
How Do You Fix a Fast Moving Train vor 4 Jahren 52:21
Innovations Driving The Contact Center vor 5 Jahren 42:59
Cultural and Employee Engagement vor 5 Jahren 27:54
The Great Resignation: How we can leverage AI & Gig Workers vor 5 Jahren 40:27
Ready or Not, Here Comes The Cloud vor 5 Jahren 52:57
Why You Should Stop Shopping for AI vor 5 Jahren 34:30
Mentorship: Understanding and developing the next generation of Customer Success Leaders vor 5 Jahren 23:53
Reducing Turnaround Time To Train Agents With MicroLearning vor 5 Jahren 29:43
Why Customer Support is No Longer the Red-Headed Stepchild vor 5 Jahren 28:11
AI Adoption Study vor 5 Jahren 37:45
Work From Home - The New Office vor 5 Jahren 30:00
Why Contact Center Tech won't save you from Needing Salespeople on the Phones vor 5 Jahren 48:56
Why 79% of Your Team Managers are Poor Coaches and What to Do About It vor 5 Jahren 38:45
How is AI-Powered Speech Analytics transforming Contact Center Performance vor 5 Jahren 49:43
Customer Support Sucks....But Does It Have To? vor 5 Jahren 39:15
Artificial Friction & Empathy vor 5 Jahren 53:21
Intro to Artificial Intelligence in the Contact Center vor 5 Jahren 55:28
Lean Techniques in the Contact Center vor 5 Jahren 25:42
Engaging Contract to Hire Staff in a Tough Contact Center Labor Market vor 5 Jahren 36:04