Episódios
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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
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About Vicki Brackett
Recognized 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 Toolbox - Manage Less Achieve More,’ a book about her experience leading contact center organizations from 200 to 2000+ people across industries ranging from consumer technology, education, automotive, cosmetics, nutrition & other consumer products. Her book showcases a systematic approach to leadership that can transform organizations into top-performing status at an accelerated pace, where employees love coming to work, are engaged & help move the organization forward.
Vicki Brackett is the architect of Virtual Live Labs™, a transformative methodology, that combines interactive consulting and leadership development, simultaneously, to drive operational excellence and increased leadership skills for all levels of leadership, including front-line supervisors. Results include:
• Higher employee engagement and performance
• Accelerated employee retention
• Reductions in employee absenteeism
• Increased employee productivity/utilization
• Higher customer satisfaction
• Increased sales revenue
• More bottom-line contribution
This systematic approach accelerates improvement to KPIs in both work-at-home and hybrid environments by integrating Virtual First™ leadership tools. Organizations become more nimble, and able to maneuver through the current, ever-changing business climate. Leaders become active leaders and learn to break down challenges, coordinate viable solutions across teams, & execute - with results that can be measured.
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
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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
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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 eventsUpcoming in January: KCA training for leadersHurricane Ida $26k dollarsKaren Soileau Scholarship FundStrategic Goal is to invest in our employeesHiring of SVP of HR & DiversityRollout of leadership 360sCOA accreditation – anticipate passing with flying colors are every 4 year accreditation that looks at things such as training, quality client rights, financial governance, HR practices, etc.Yammerthe All Company Community which includes President’s message in which employees can directly engage with Presidentplus employee created communities such as pets, food, gaming, personal financeUsing technology to remove layers of bureaucracy and creating transparencyEpisode 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
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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 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
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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 More
You can reach Lance at: [email protected]
Thrio’s groundbreaking CCaaS platform features robotic process automation, inbound and outbound voice engines, a complete suite of digital channels (email, chat, SMS, social), and a range of built in AI tools. Thrio offers an API-first architecture and array of security certifications that make it a strong choice for complex and high-volume environments. Thrio’s team of contact center experts develop and market cutting-edge technology that sets a new standard for reliability in contact centers. To learn more, please visit Thrio.com.
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
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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 technology that is relevant to you and marketed AI that is meaningless.
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
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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 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
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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 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
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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 CenterYou can reach Emre via Linkedin here:
https://www.linkedin.com/in/emretekoglu/
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
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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 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
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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 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
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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 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
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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 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
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How is AI-Powered Speech Analytics transforming Contact Center Performance
What 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 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
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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: [email protected]
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 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
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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 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
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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:
[email protected] | [email protected]
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
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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 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
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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 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
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