Stop guessing what a 78% score really means. Learn how AI-driven Auto-QA identifies the "winning patterns" in your contact center data to scale top-performer success.
Cloud adoption rates are still lagging among enterprise contact centers - Find out why and what's finally starting to move the needle in adoption rates.
Voice cloning technology has significant implications for the CX industry and on security. Luke Jamieson joins to explore them.
Trainers know mock calls are the best training for contact centers, but how do you do them at scale? Conversational AI is the answer and we'll explore how.
Word Error Rates have long been a measure of transcription performance, but they may also reveal coaching opportunities for agents.
Outsourcers like Grit PPO focus on the customer service experience so Pest Control companies can focus on taking care of critters.
BPOs are increasingly targets for threat actors to gain access to systems and data, yet traditional security methods fail. Explore new approaches to MFA.
Inspired by Colin Powell's view that leadership is trust, Frank Mona III explores servant leadership, organizational culture, and human connection.
Conferences, Expos, Trade Shows and other in-person events are not created equally. Learn secrets to evaluating which to attend with expert Sarah Hatter!
A long career in AI led Alyona to found Thematic, a company delivering insights on customer feedback from a variety of sources
LLMs creating empathetic experiences, Mascots, Hot dog-loving princesses, Digital Likeness Licensing - this episode has a little bit of everything!
Stacy Sherman explores the challenges of being a woman in corporate America and the lessons about inclusion she's learned along the way
Happitu is the platform to spot customer issues, personalize agent coaching plans, and ensure compliance.