That’s Genius! is a podcast series dedicated to transforming the way contact centers do business. With the contact center poised to change more in the next 5 years than it has in the last 25, we keep you one step ahead as we chat to industry leaders about the latest cloud-based advances and customer experience solutions.
If your goal is to provide extraordinary experiences for your contact center customers, this is the podcast for you.
Episodes feature topics like: the power of cloud, contact center, call center, AI, CX, customer experience, agent empowerment, omnichannel, and more.
65. AI + Cloud Migration w/ Thomas John
COVID provided the inflection point for the transition from legacy to the cloud.
Even before the pandemic, companies were slowly moving toward cloud because it had gotten to a level of resilience, features, functionality, security, and uptime that persuaded the legacy base to trust it.
The movement had already begun. Add in a pandemic and AI, and suddenly you have all the ingredients for a perfect storm.
On a recent episode of That’s Genius!, we talked with Thomas John, Vice President of EMEA Channels at Five9, about:
Why AI is helping companies transition to the cloud How Five9's tools automate, inform, and even provide simple answers for customers The ways different levels of channels benefit the end customer Listen to this and all our other That’s Genius! episodes at Apple Podcasts, Spotify, or our website.
64. Passing the Stress Test w/ Vikas Bhambri
In 2020, contact centers underwent their biggest stress test yet.
People had to figure out how to continue their operation with their agents working from home, a remote office, or even a hotel. Did their technology support this kind of diffuse team? Then, they had to handle a surge of anxious callers.
Scary times for some companies, but exciting for many others. What's next for the enterprises that can pass the stress tests of 2020?
On a recent episode of That’s Genius!, we talked with Vikas Bhambri, SVP, Sales & CX @ Kustomer about:
Why a barrier exists between CRM and contact centers How contact centers are being more proactive in engaging customers The current and future role for AI and automation in contact centers Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
63. A Conversation with the Communications Protagonist w/ Dave Michels
The pandemic changed everything. The pandemic changed nothing.
I'm not being philosophical. That's a realistic picture of contact centers in 2020. The pandemic sent agents home, ate up more of their time, and moved their data to the cloud. But in fact, all those trends were already in place. COVID just accelerated them.
What's up next for revolution in contact centers?
On a recent episode of That’s Genius!, we talked with Dave Michels, principal analyst and founder of TalkingPointz, about:
Key trends in the enterprise space in 2020 Who's accelerating cloud strategies as part of digital transformation Most beneficial tools for contact centers as work from home models start to solidify Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
62. Breaking Down the Silos w/ Mike Bourke
During the pandemic, 75% of people have changed brands.
75%. Just let that number sink in for a minute.
Rowan Trollope, our Five9 CEO, shared that state from McKinsey as part of his address at our CX Summit. Given that trend, it's imperative that companies of all sizes automate their processes to better track customer engagement.
On a recent episode of That’s Genius!, we talked with Mike Bourke, senior vice president, product at Five9, about:
How workflow automation helps you understand customer pain What it means that the contact center is the new front door The new Five9 tool that can help you know what your customers are feeling Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
61. Answering the Call to Amplify Your Voice w/ Jeff Woodland
Remember racing into the kitchen as a kid to grab the phone off the wall as soon as it rang? Answering the phone was fun because almost always it was someone inside your world, someone who had a legitimate reason for calling you.
That's no longer true.
But voice remains the most powerful and important channel. How can you keep it from breaking down?
On a recent episode of That’s Genius!, we sat down with Jeff Woodland, director of vertical marketing at Five9, to talk about:
Why consumers are losing trust in outbound calling How we can solve the phone problem for customer service What it will look like when people can manage their incoming call traffic better Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
60. Running the AT&T Contact Center During the Pandemic w/ Mike Rajich
Contact centers drive a lot of the core strategy for a big, diverse telecommunications company such as AT&T. Because these companies need speed and agility, they're taking a cloud-first approach. The pandemic is only accelerating that strategy.
On a recent episode of That’s Genius!, we sat down with Mike Rajich, director of contact center & CX products at AT&T, to talk about his experiences with Five9 and his thoughts about:
Why AT&T chose Five9 to power its cloud contact center solution How the pandemic has changed things for AT&T's contact centers Where Mike sees the work-from-home model going The next big thing Mike predicts will happen within the contact center. Listen to this and all our other That’s Genius! episodes with Apple Podcasts, Spotify, or our website.
Customer ReviewsSee All
Going to be interesting
Looking forward to the next ones - should be an interesting series to subscribe to