On The Conversations That Matter Podcast, we discuss ideas and best practices to take your contact center agent and customer experience to the next level.
You’ll hear exciting interviews with well-known thought leaders, experience compelling stories, and gain fresh new insights on contact center best practices.
On this show, we don’t beat around the bush. We feature valuable conversations from industry experts who are passionate about sharing the best tools and strategies out there to engage customers, increase ROI, and bring back the human element to the customer experience.
Episodes will feature topics such as: conversational AI, conversational service automation, agent productivity, leadership, mental health and more.
8: AI, Automation, and the Art of Being Human in the Insurance Industry
You have 70 million customers and 40 million subscribers around the world. One night, you get locked down. Just like that. What do you do? As a business, what steps do you take to keep your customers top of mind and your enterprise operating?
On this episode, we invited the CIO of the largest insurance company in India,Sourabh Chatterjee, CIO of Bajaj Allianz General Insurance.
We talked about:
Who Sourabh is and what he does at Bajaj Allianz General Insurance His first day on the job The critical importance of being a connected human Making the leap to digital self service The role of AI and automation in the insurance industry
7: Leading With Noble Purpose w/ Lisa McLeod
Leadership plays a vital part in any company. A leader's most important role is to steward the organization's purpose. And that purpose needs to be communicated and understood across the whole organization.
On this episode, we’ve invited the expert on leadership and noble purpose to join the podcast. We welcomed Lisa McLeod, author of Selling with Noble Purpose and Leading with Noble Purpose. Lisa and guest host Annie Weckesser, Uniphore CMO + Chief People Officer, talked about:
Who Lisa is and how she came to write Leading with Noble Purpose What noble purpose is and why it can't rescue a lousy strategy Common characteristics of great collaborators Advice about adopting a noble purpose for contact center leaders
6: Building the BPO of the Future w/ Mike Small and Umesh Sachdev
On this episode of ‘Conversations that Matter’, special guest host Umesh Sachdev, Co-Founder and CEO of Uniphore, chats with Mike Small, CEO of Sitel Americas. Sitel Americas is a global leader in customer experience management with a team of over 90,000 associates around the world.
On the podcast, Mike explains how, by capitalizing on ever-evolving technology such as AI and automation, the BPO (business process outsourcing) industry can help organizations optimize their brands no matter the scale. “The BPO of the future,” he says, “is truly an integrative platform.”
On the podcast, Umesh and Mike discuss:
Ways the customer experience industry has evolved over the years The biggest myth around the BPO industry How AI and automation impact the BPO industry today and potentially in the future Advice for contact center agents to excel in CX Becoming a better customer service operations manager For more information about Uniphore and Sitel, go to our recent blog post.
To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our website.
5: Humanizing the Customer Experience: Recipes for Customer Success (Part 2) w/ Shep Hyken
How many times have you tried to interact with a chatbot on a website, only to find yourself talking in circles? You ask a question, it gives you an answer you don’t want, so you ask it a different question, and it gives you the same answer you didn't want.
Either the chatbot is terrible, or you’re asking the question the wrong way.
So do we toss AI in the garbage? Not by a long shot.
On this 2nd part of our 2 part episode with customer service expert Shep Hyken, we conclude our conversation with Shep, and talk all about:
Why we should be putting AI in the hands of the agent Why a simple change at the airline counter would revolutionize the entire industry, but nobody will do it. Why the customer isn’t always right How to deal with trolls as a customer service rep
4: Humanizing the Customer Experience: Recipes for Customer Success (Part 1) w/ Shep Hyken
What is customer experience?
Is it a specific team within your company? Is it the contact center employees fielding calls from angry and disappointed customers?
The truth is, a lot of us don't’ really realize what customer experience is until we’ve had an outstanding experience. One that absolutely blew our socks off.
It’s the reason that people make YouTube videos of themselves unboxing iPhones and iPads. Because Apple understands that every part of the product is tied to the customer experience.
In part 1 of this 2 part episode, we sit down with author, keynote speaker and customer service expert Shep Hyken to talk all about:
Best practices around customer service and customer experience Why he thinks that customer experience isn’t a department, but a philosophy The “Apple Experience,” and how even something as simple as packaging can enhance customer experience Why happier employees mean a more successful company
3: Customer Service- The Future of Work is Now w/ Rob Scott
The impact of COVID-19 on customer service has revealed things to companies that they perhaps either never would have seen, or in some cases, weren’t ready to see.
What it has shown everyone is that technology is mandatory. Critical to help employees be more productive and lower support costs.
Rob Scott from UC Today joins the podcast to discuss the future of the workplace, customer service trends and how contact centers are adapting.
Founder and Publisher of UC Today, which attracts an international audience of UC Professionals and IT Leaders from vendor, service provider, reseller and end user organisations.
Rob Scott, Publisher, UC Today
What we talked about:
Covid 19 and how companies are adapting to a homebound workforce Ways to use existing tech or ramp up tech to accommodate forced changes What the future holds for communications tech To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our website.