12 episodes

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.

Conversations That Matter: A Podcast For Contact Center Professionals Uniphore

    • Management
    • 5.0 • 19 Ratings

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.

    The Future Leader w/ Jacob Morgan

    The Future Leader w/ Jacob Morgan

    What makes a good leader? Or a bad one?
    We've probably all worked under good and bad leaders in our careers. But some of them really made a difference in our lives.
    Best-selling author, futurist, and keynote speaker Jacob Morgan talked to more than 140 CEOs about what leadership really means and how it can be applied towards any business. He also surveyed almost 14,000 LinkedIn members on leadership in their career.
    Jacob joined us on this episode to talk about:

    How CEOs define leadership (hint: they are not all the same)
    How he researched his book The Future Leader
    The need for both purpose and meaning in a job
    The difference between ethics and morality in leadership
    How will AI impact leadership?
    Leadership mindsets and skills that will make you successful


    It was a very insightful conversation and it can apply to anybody wanting to become a leader of a company, team, or project.
    Links discussed during this episode:

    Go to https://theleadershipguide.com for a PDF of the nine mindsets and skills for leadership plus quotes from the CEO’s Jacob interviewed
    Get in touch with Jacob at Thefutureorganization.com
    New entrepreneurship podcast from Jacob and Blake Morgan: byobpodcast.com

    • 49 min
    COVID Reshapes Traditional Customer Service w/ Umesh Sachdev and Annie Weckesser

    COVID Reshapes Traditional Customer Service w/ Umesh Sachdev and Annie Weckesser

    Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore.
    Today, I discussed these results with Umesh Sachdev, CEO at Uniphore, and Annie Weckesser, CMO + People at Uniphore, to understand what these new CX insights mean for 2021 and how the landscape will be shifting in the future.
    We talked about:

    Benchmark report from Uniphore shows call centers are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021
    Hold times have increased 50% in the pandemic as contact centers are overwhelmed and under-resourced
    Consumers are comfortable with automation technology to address surges, expedite answers and provide more personal support

    Check out the survey results for an in-depth look at what we discussed today and more.
    For the entire interview, you can listen to Conversations That Matter on Apple Podcasts, Spotify, and more!

    • 27 min
    Contact Center Predictions for 2021 w/ Leslie O'Flahavan, Dan Miller, and Neal Topf

    Contact Center Predictions for 2021 w/ Leslie O'Flahavan, Dan Miller, and Neal Topf

    Contact centers have faced a tumultuous 2020 similar to most industries.
    This begs the question, “Is 2021 going to be any better?”
    Lucky for us, I caught up Leslie O'Flahavan, Principal of E-WRITE, Neal Topf, President of Callzilla, and Dan Miller, Founder and Lead Analyst of Opus Research, to create an expert panel on what contact center predictions there are for 2021.
    We talked about:

    What is going to change within the CX space between 2020 and 2021?
    How can companies keep employees motivated?
    What skills are essential in a remote contact center world?
    What tools will appear in 2021 that will help collaboration and engagement grow?

    For the entire interview, you can listen to Conversations That Matter on Apple Podcasts, Spotify, and more!

    • 46 min
    AI, Automation, and the Art of Being Human in the Insurance Industry

    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  

     

    • 37 min
    Leading With Noble Purpose w/ Lisa McLeod

    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 

    • 31 min
    Building the BPO of the Future w/ Mike Small and Umesh Sachdev

    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.

    • 35 min

Customer Reviews

5.0 out of 5
19 Ratings

19 Ratings

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