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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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  1. The Outsourcing Honeymoon Is Over. Now What? with Mike Bidwell 20:02
  2. Rebuilding the Floor: What Remote Contact Centers Are Still Missing 37:14
  3. The Longest Wait: What Kidney Failure Taught Me About Customer Effort 33:22
  4. Remote Work, Leadership, and the Future of Contact Centers | John Coulter 54:58
  5. Nate Brown's Journey in Customer Experience | From Customer Service to CX Leadership 1:19:52
  6. From Insurance Agent to Running Contact Centers Worldwide | Tyler Orrell 1:14:14
  7. AI in CX: Bill Staikos on the Future of Contact Centers 59:39
  8. From Agent to CEO — Gina Gibson on Matching the Right Tech to the Right Problem 1:06:30
  9. Why People Disengage at Work — Justin Robbins on Rebuilding Trust in CX 1:01:23
  10. From Check Authorizations to AI ROI — Laura Zegar on 27 Years in CX 1:05:37
  11. From Crisis Line to Call Center QA — Lorne Wood on Fixing What Technology Can't 1:00:26
  12. Where Performance Meets Fun — Cynthia Carrese on Building Cultures That Work 1:04:41
  13. The Power of Connection: Valerie McSorley on People-First CX and Communities That Thrive 1:04:06
  14. 30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way 1:04:09
  15. What If Your Contact Center Was Perfectly Staffed - Every Hour, Every Day? 43:53
  16. Escape the AI Graveyard: Why Most Bots Fail & How to Build AI That Actually Resolves 57:33
  17. Stop Paying for Agents. Start Paying for Outcomes. | Ft. Siddharth Victor, Movate 46:08
  18. Stop Buying Chatbots, Start Deploying AI Agents 36:13
  19. Why the Simplest Contact Center in the Room Keeps Winning 34:09
  20. AI Readiness vs. AI Deployment: Why Getting the Order Wrong Costs Millions 1:03:45
  21. From AI Chaos to Customer Confidence: Building Virtual Agents That Actually Work 46:32
  22. Modern Knowledge Management: Unlocking Real CX Results 35:20
  23. Automation and AI in Support: Keeping the Human Touch 30:33
  24. The Analytics Advantage: Why the Right QA Solution Defines Your CX Success 26:03
  25. AI, Humans & the Future of CX 🚀 39:07
  26. The AI Secrets Most Companies Don’t Know (Yet) 42:25
  27. Future of Knowledge Management | Martin Hobratschk 27:47
  28. Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience 37:00
  29. Customer Success Myth Buster – Separating Fake News from Reality 28:41
  30. How Do You Fix a Fast Moving Train 52:21
  31. Innovations Driving The Contact Center 42:59
  32. Cultural and Employee Engagement 27:54
  33. The Great Resignation: How we can leverage AI & Gig Workers 40:27
  34. Ready or Not, Here Comes The Cloud 52:57
  35. Why You Should Stop Shopping for AI 34:30
  36. Mentorship: Understanding and developing the next generation of Customer Success Leaders 23:53
  37. Reducing Turnaround Time To Train Agents With MicroLearning 29:43
  38. Why Customer Support is No Longer the Red-Headed Stepchild 28:11
  39. AI Adoption Study 37:45
  40. Work From Home - The New Office 30:00
  41. Why Contact Center Tech won't save you from Needing Salespeople on the Phones 48:56
  42. Why 79% of Your Team Managers are Poor Coaches and What to Do About It 38:45
  43. How is AI-Powered Speech Analytics transforming Contact Center Performance 49:43
  44. Customer Support Sucks....But Does It Have To? 39:15
  45. Artificial Friction & Empathy 53:21
  46. Intro to Artificial Intelligence in the Contact Center 55:28
  47. Lean Techniques in the Contact Center 25:42
  48. Engaging Contract to Hire Staff in a Tough Contact Center Labor Market 36:04