The Contact Center Gurus

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

  1. From AI Chaos to Customer Confidence: Building Virtual Agents That Actually Work

    12/18/2025

    From AI Chaos to Customer Confidence: Building Virtual Agents That Actually Work

    Guest: Adam Fenwick, SVP Global Alliances, Boost.ai Topic: Conversational AI in contact centers Focus: Strategy, design, regulation, and scale Audience: CX leaders, contact center executives, IT and digital leaders Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

    47 min
  2. Modern Knowledge Management: Unlocking Real CX Results

    12/04/2025

    Modern Knowledge Management: Unlocking Real CX Results

    Guest: Tyler Dixon, SVP of Sales at LivePro Host: Darren Prine — The Contact Center Gurus Podcast Connect with us: Website: https://cloudtechgurus.com/ YouTube: The Contact Center Gurus Podcast Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

    35 min
  3. Automation and AI in Support: Keeping the Human Touch

    11/06/2025

    Automation and AI in Support: Keeping the Human Touch

    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 the sake of automating — start small, scale smart A single platform can power every channel: chat, email, voice, and social Unified inboxes improve visibility, collaboration, and agent confidence AI should enhance relationships, not replace them 🎧 Watch on YouTube: https://youtu.be/CTt1y0gyWMo 📺 Subscribe for more episodes: https://www.youtube.com/@thecontactcenterguruspodcast?sub_confirmation=1 Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

    31 min
  4. The Analytics Advantage: Why the Right QA Solution Defines Your CX Success

    10/09/2025

    The Analytics Advantage: Why the Right QA Solution Defines Your CX Success

    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 behaviors How predictive coaching helps agents improve before they fail What happens when analytics connect performance to outcomes How the right QA solution delivers measurable ROI and customer loyalty Why data security and trust are essential in modern CX 💡 About Jim Iyoob: President of ETS Labs and Chief Customer Officer at Etech Global Services – 35+ years of contact center leadership – Creator of QEval, an AI-powered QA and coaching platform – Co-author of 5 industry books – Oversees operations managing 1B+ customer interactions annually 🎧 Subscribe to The Contact Center Gurus Podcast for more insights from CX innovators. Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

    26 min
  5. AI, Humans & the Future of CX 🚀

    10/03/2025

    AI, Humans & the Future of CX 🚀

    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 social Where AI is making the biggest impact today (agent assist, routing, analytics) Why balancing automation with empathy is the real differentiator How CX leaders can shift from cost centers to revenue drivers Hidden costs of tech sprawl and the smarter way forward Why security and compliance can make or break CX 💡 Pat Reetz, Chief Growth Officer at LinkLive, brings 20+ years of experience in product, marketing, and digital transformation, shaping CX solutions in highly regulated industries like healthcare and finance. 🎧 Subscribe to The Contact Center Gurus Podcast for more insights from CX innovators. Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

    39 min
  6. The AI Secrets Most Companies Don’t Know (Yet)

    09/12/2025

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

    Host: Darren Prine Guests: 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 ChatGPT How AI solves bottlenecks across knowledge, documents, decisions, and people Case Study 1: A national alarm company saving $1M+ a year on truck rolls Case Study 2: A title agency automating 9 forms for faster closings Co-Pilot vs Autopilot: from AI assist to end-to-end automation The “Star Trek computer” vision—is it closer than we think? Why “wait and see” on AI is a career-limiting move ROI proof: replacing 6+ FTEs with AI for less than the cost of one Guest Bios: Brad Garner – Senior Strategist at Krista, helping organizations unlock enterprise automation and streamline operations. Aaron Symbolik – Head of Solutions at Krista, passionate about translating business needs into AI-powered wins. Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

    42 min
  7. Future of Knowledge Management | Martin Hobratschk

    08/28/2025

    Future of Knowledge Management | Martin Hobratschk

    Guest: Martin Hobratschk, CEO of Cognita Knowledge Management Host: Darren Prine, Cloud Tech Gurus Episode Overview Knowledge 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 of broken systems, the business value of doing KM right, and practical steps leaders can take to evaluate, select, and optimize a true knowledge management system. Key Topics The difference between a knowledge base and a true KMS Symptoms of poor KM: repeat customer calls, long agent onboarding, siloed knowledge The role of KMS in remote and BPO environments How AI and automation are transforming knowledge sharing Why knowledge governance is as important as data governance The ROI of effective KM — from faster onboarding to higher CSAT How to evaluate readiness and select the right system Resources Mentioned Martin’s Book: MVP KB: A Practical Guide for Customer Service Knowledge Management Free Assessment Toolkit: https://www.cognita-km.com/toolkit Cognita Knowledge Management: https://www.cognita-km.com Cloud Tech Gurus: https://www.cloudtechgurus.com Connect with Martin Website: https://www.cognita-km.com LinkedIn: https://www.linkedin.com/in/hobratschk/ Connect with Darren LinkedIn: https://www.linkedin.com/in/darrenprine/ Website: https://www.cloudtechgurus.com Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

    28 min
  8. Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience

    08/14/2025

    Next Generation CX with Jeofrey Bean: Why Gen Z Is Rewriting Customer Experience

    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 three key takeaways. Resources Mentioned: Next Generation Customer Experience Workshop: https://bit.ly/NexGenCXFL Del Mar Research: https://delmarresearch.com/ Next Generation Customer Experience (Book by Jeofrey Bean): https://a.co/d/5jdqTe2 Connect with the Guests: Jeofrey Bean – LinkedIn | Website Darren Prine – LinkedIn | Cloud Tech Gurus Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

    37 min
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About

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

Information

  • Creator
    Jessica Voss
  • Years Active
    2021 - 2025
  • Episodes
    28
  • Rating
    Explicit
  • Copyright
    © 2021 The Contact Center Gurus
  • Show Website
    The Contact Center Gurus