x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

PODCAST

The Contact Center Gurus

The Podcast for Contact Center and Customer Experience Leaders! Learn Best Practices, New Technology, Tips & Tricks, and more. Listen in!

business management

All Episodes

00:30:33

Automation and AI in Support: Keeping the Human Touch

The Contact Center Gurus ·

2025/11/06

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 customer operations platforms that combine AI efficiency with human empathy.💬 Key Takeaways:Don’t automate for

en

00:26:03

The Analytics Advantage: Why the Right QA Solution...

The Contact Center Gurus ·

2025/10/09

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 behaviorsHow predictive coaching helps agents improve before they failWhat happens when analytics connect performance to outcomesHow the right QA solution delivers measurable ROI and customer

en

00:39:07

AI, Humans & the Future of CX 🚀

The Contact Center Gurus ·

2025/10/03

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 socialWhere AI is making the biggest impact today (agent assist, routing, analytics)Why balancing automation with empathy is the real differentiatorHow CX leaders can shift from cost centers to revenue driversHidden costs of tech sprawl and the smarter way forwardWhy security and compliance can make or break CX💡 Pat Reetz, Chief Growth Officer at

en

00:42:25

The AI Secrets Most Companies Don’t Know (Yet)

The Contact Center Gurus ·

2025/09/12

Host: Darren PrineGuests: 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 ChatGPTHow AI solves bottlenecks across knowledge, documents, decisions, and peopleCase Study 1: A national alarm company saving $1M+ a year on

en

00:27:47

Future of Knowledge Management | Martin Hobratschk

The Contact Center Gurus ·

2025/08/28

Guest:Martin Hobratschk, CEO of Cognita Knowledge ManagementHost:Darren Prine, Cloud Tech GurusEpisode OverviewKnowledge 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 Hobratschk about the state of knowledge management and how it’s evolving with AI. They cover the real symptoms

en

00:37:00

Next Generation CX with Jeofrey Bean: Why Gen Z Is...

The Contact Center Gurus ·

2025/08/14

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 – frameworks and takeaways from the Next Generation CX Workshop.Final Thoughts & Calls to Action – Jeofrey’s

en

00:28:41

Customer Success Myth Buster – Separating Fake News...

The Contact Center Gurus ·

2022/05/24

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 Net Revenue retention. #Balto #SupportLogic #Ozonetel #CloudTechGurus

en

00:52:21

How Do You Fix a Fast Moving Train

The Contact Center Gurus ·

2022/05/24

About Vicki BrackettRecognized 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 work-at-home, leadership and employee engagement strategies.Vicki is the author of ‘The Leadership

en

00:42:59

Innovations Driving The Contact Center

The Contact Center Gurus ·

2022/02/15

Things you will learn in this episode:Advantages of cloud contact centersHow 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 #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

en

00:27:54

Cultural and Employee Engagement

The Contact Center Gurus ·

2022/02/15

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 (detail below), which includes both front-line staff and leadersA Culture TurnedKCAsKCA focused company-wide

en

00:40:27

The Great Resignation: How we can leverage AI & Gig...

The Contact Center Gurus ·

2022/01/14

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 TrendsLearn about the importance of Gig Workers.Learn about working with Alex and Aarde to Level Up Your Customer Experience Technology Stack.And More.Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience

en

00:52:57

Ready or Not, Here Comes The Cloud

The Contact Center Gurus ·

2022/01/14

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 MoreYou can reach Lance at: Lance.Fried@Thrio.comThrio’s groundbreaking CCaaS platform features robotic process automation, inbound and outbound voice engines, a complete suite of digital channels

en

00:34:30

Why You Should Stop Shopping for AI

The Contact Center Gurus ·

2022/01/14

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 initial use case that will produce business value. You will learn how to tell the difference between "real" AI

en

00:23:53

Mentorship: Understanding and developing the next...

The Contact Center Gurus ·

2021/11/19

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS

en

00:29:43

Reducing Turnaround Time To Train Agents With...

The Contact Center Gurus ·

2021/11/17

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel

en

00:28:11

Why Customer Support is No Longer the Red-Headed...

The Contact Center Gurus ·

2021/11/17

Summary of what you will learn:How to Transform your Support Team to becoming more Proactive and EngagedWhat are some tools being used to Elevate your Support Team to the Next LevelMoving from a Cost Center to a Revenue Generating Center You can reach Emre via Linkedin here: https://www.linkedin.com/in/emretekoglu/ Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP

en

00:37:45

AI Adoption Study

The Contact Center Gurus ·

2021/10/09

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA

en

00:30:00

Work From Home - The New Office

The Contact Center Gurus ·

2021/10/09

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 HaveKeeping Employees Morale UpAnd More....Episode Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

en

00:48:56

Why Contact Center Tech won't save you from Needing...

The Contact Center Gurus ·

2021/10/09

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

en

00:38:45

Why 79% of Your Team Managers are Poor Coaches and...

The Contact Center Gurus ·

2021/10/09

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 Sponsorswww.supportlogic.iowww.balto.ai/guruwww.ozonetel.comwww.cloudtechgurus.com #balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience

en

27 results

Similar Podcasts

TaxTalent.com The Golden Rule Podcast

Adam Golden

TaxTalent.com Podcast

Tony Santiago

Handelsblatt Crime - spannende Streitfälle der deutschen Wirtschaft

Ina Karabasz, Solveig Gode, Sönke Iwersen

Deffner und Zschäpitz – Der Wirtschafts-Talk von WELT

WELT

Black Box - La scatola nera della finanza

Guido Brera e Gian Luca Comandini -...