Cloudlinx: The CX Experience Wass, Kevin and Mike

This was one of the more rare conversations where you talk to a person and find out that you align with their beliefs and their values more and more as the conversations goes forward.  In this episode Frank speaks with nobelbiz President Steve Bederman about the industry processes as a whole and NOT the state of technology.  It is more a conversation about his core beliefs that impact everything at nobelbiz from "how their product is sold" to "how it is partnering with companies" all the way to "how they are supporting clients as partners".  I think this is an enjoyable episode to listen to if you are looking for new way to understand how you as a contact center manager should be sold to.

In this episode we have a candid conversation with Donna Bailey-Baratto who is the VP of Customer Support Centres for Wajax.  She speaks openly about the challenges in the CCAAS space and adopting it into her business model.  Donna is a first time CCaaS adopter with a technology situation that forced her to skip two generations to get to CCaaS>  She speaks about the mistakes that she made, the mistakes she avoided by waiting on implementing technology until her processes were ready, how engaging with Cloudlinx helped her and where she thinks the CCaaS space is going.  Very solid conversation!

This conversation features the boys speaking with Author, trainer and CX Enthusiast Charlotte Purvis.  Charlotte stops by to discuss her new book; The Customer Communication Formula.  The book condenses Charlotte's years of work in the CX field creating more powerful and effective means of speaking with clients through the use of her Friendly + Focused + Formal approach to conversation.  It is a very strong story she tells and one that is best summed up with "Advanced Customer Service Professionals don't just "take calls", they manage them with skill and with style.

In this episode the team at Cloudlinx have invited Ritch Caudill and Ric Kosiba from Sharpen with discuss ways in which their platform assists in improving your agents / enablers to better serve your clients.  We will discuss how simply showing enablers their numbers in real time will motivate them more than any gamification platform can.  We always love to have providers on the platform that have a fresh perspective on CX methods and the team at Sharpen has a few unique ideas that are worth hearing out.

The team finally managed to convince Karen Bowman from UJET to join the podcast and discuss the capabilities of their platform.  UJET was purpose built with the agent and client in mind with a particular focus on mobile ready technology for the contact center.  Karen discusses why she joined the organization and how the technology is redefining the CCAAS space.

WE CONTINUE OUR CONVERSATION WITH JIM!  

In this episode, Jim Santiago from the National Restaurant Association discusses what goes into a CCaaS migration.  We will discuss all of the challenges and opportunities for success from the start of the discovery and RFP process all the way through the implementation and steady state.  Jim discusses how Cloudlinx was instrumental in the success of his project and many of the ways that choosing a vendor is difficult if you are not able to see through the sales pitches and how partnering with Cloudlinx enabled him to focus internally on the business while we did the heavy lifting of vendor management.