The Contact Center Gurus

How is AI-Powered Speech Analytics transforming Contact Center PerformanceWhat 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 intelligence, then you can increase customer retention and improve customer experience. Learn more on this from Etech experts. Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

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 MoreYou can reach John at: john@supportlogic.io www.supportlogic.io SupportLogic uniquely addresses the critical business issues of customer escalations and case backlog, allowing our customers to get in front of their business. The impact is immediate and measurable, directly impacting retention (churn), CSAT scores, and team productivity. Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com   #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

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 to rally internal teams on this new strategy? Equally important, how do contact center leaders learn to identify what’s real and what’s just hype when it comes to AI, and how do they avoid the pitfalls of a botched AI strategy?Join  IV.AI CEO Vince Lynch and Owen McGrath, Head of US Sales, as they unpack the truths and hype surrounding AI in the contact center, and learn how you build on your current AI strategy to ensure long-term success.Contact Info Below:Vince@IV.ai | Owen@IV.ai Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

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 while he yearned for a leadership role again and moved into customer service support and technical support where I have been for the last 15 years.What you will learn today:What is Lean and how does it fit into a call center environment?What are some of the aspects of lean execution that you have found are crucial to its success?Pros and Cons of Lean TechniquesHow to Apply Lean Techniques in the Real WorldEpisode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

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 orientationWages and/or IncentivesSurveys and feedbackCommunication and ConnectionDebate on when to convertMicro promotionsEpisode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.