CX Gurus

Jessica Voss, Darren Prine, Fred Stacey
  • 5.0 (1)
  • Management
  • Updated Weekly

We didn't study contact centers. We ran them. CX Gurus goes inside the enterprise contact center with the operators who've lived it — from 500-seat teams to 10,000+ global BPOs. Each week, host Darren Prine and guests break down what's actually working in CX and AI, and what's just noise. Expect straight talk on AI agents, QA, WFM, vendor selection, and the messy reality of transformation. No consultants who've never taken a call. No hype. Just the practitioner's view from the floor. Built by Cloud Tech Gurus.

  1. 1d ago

    From Agent to CEO — Gina Gibson on Matching the Right Tech to the Right Problem

    Gina Gibson — CEO of Think Forward and host of The Tech Matchmaker podcast — has led digital transformations for organizations ranging from 50 to 45,000 agents. In this episode she shares her journey from agent to CEO and her vendor-agnostic playbook for future-proofing the contact center. In this episode: Gina's origin story: from frontline agent to CEO The vendor-agnostic approach to matching tech to the actual problem Future-proofing the contact center without losing the human element Leading transformations from 50 to 45,000 agents Making technology work better for the people behind it Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

    From Agent to CEO — Gina Gibson on Matching the Right Tech to the Right Problem

  2. 1d ago

    Why People Disengage at Work — Justin Robbins on Rebuilding Trust in CX

    Justin Robbins is a thought leader in customer experience with a human-centric approach to workplace engagement and over two decades in CX operations and leadership. He joins Fred to unpack why disengagement happens at work — and the practical moves leaders can make to restore trust and motivation. In this episode: Justin's origin story and the paper-route lesson in honoring preferences Why disengagement actually happens Removing the friction points that frustrate agents Using technology to support — not replace — human connection The leader's role in engagement, and why continuous learning matters Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

    Why People Disengage at Work — Justin Robbins on Rebuilding Trust in CX

  3. 1d ago

    From Check Authorizations to AI ROI — Laura Zegar on 27 Years in CX

    Laura K. Zegar is founder of Quantum CX, a customer service and customer experience consulting practice specializing in contact center transformation. Formerly VP of contact center and CX oversight at Bank of America and an Accenture management consultant, Laura got her start in 1999 in Equifax's check-authorization department — and 27 years later she's helping contact centers maximize AI and automation ROI. In this episode: Laura's origin story: from approving checks at Equifax in 1999 to founding Quantum CX Maximizing AI and automation investment ROI Streamlining omni-channel efficiency Reducing agent attrition through a high-quality employee experience A 27-year view of what's changed in the contact center — and what hasn't Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

    From Check Authorizations to AI ROI — Laura Zegar on 27 Years in CX

  4. 1d ago

    From Crisis Line to Call Center QA — Lorne Wood on Fixing What Technology Can't

    Episode Notes: Lorne Wood, founder and managing director of Better Call Center QA, brings over 30 years in contact center quality assurance and BPO. His career began on an evening-shift suicide crisis line — and the lessons he learned there about helping people over the phone have shaped a no-nonsense approach to fixing what technology alone can't. In this episode: Lorne's origin story: crisis line → outbound telemarketing → building a 300-seat center from scratch Why tech alone can't fix leadership gaps and cultural drift Building QA programs that actually move the needle Tackling attrition, compliance headaches, and coaching on the floor The three lessons from the crisis line that never left him Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

    From Crisis Line to Call Center QA — Lorne Wood on Fixing What Technology Can't

  5. 1d ago

    Where Performance Meets Fun — Cynthia Carrese on Building Cultures That Work

    Cynthia Carrese is Founder and Managing Director of C2 Strategic Partners, a customer success and leadership strategist who turns contact and sales centers into places where performance and fun go hand in hand. With a career spanning Fortune 500 powerhouses and fast-moving startups, she scales operations, boosts KPIs, and builds cultures that inspire. In this episode: Cynthia's origin story across Fortune 500s and startups Scaling operations without burning out teams Boosting KPIs while keeping the work enjoyable Culture as a genuine performance driver Developing strong leaders and relationships that stick Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

    Where Performance Meets Fun — Cynthia Carrese on Building Cultures That Work

  6. 1d ago

    The Power of Connection: Valerie McSorley on People-First CX and Communities That Thrive

    Valerie McSorley is an award-winning producer, podcast host, and networking expert with deep roots in the contact center and customer experience industry. Over 25+ years she's turned relationships into results — and she joins Fred to talk about connection as a strategy, not a soft skill. In this episode: Valerie's origin story and 25+ years of building communities Why connection is a strategy, not a soft skill A human-centered approach to contact center performance Building culture where every voice matters Leading with authenticity — and helping others "bee" their best self Connect with Valerie: https://www.valeriemcsorley.com |    Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

    The Power of Connection: Valerie McSorley on People-First CX and Communities That Thrive

  7. 1d ago

    30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way

    Shellie Plymale, CEO of Plymale Enterprise Group, brings over 30 years of experience transforming contact center operations — from omni-channel strategy to performance optimization. With a Six Sigma background and APAC leadership on NICE CXone, she delivers high-impact, vendor-agnostic solutions. In this episode: Shellie's origin story and 30-year path Applying Six Sigma discipline to CX and EX Omni-channel strategy that actually works Global and APAC consulting, including NICE CXone Why employee experience and customer experience rise or fall together Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

    30 Years of Fixing Contact Centers: Shellie Plymale on Doing CX the Right Way

  8. Jul 16

    What If Your Contact Center Was Perfectly Staffed - Every Hour, Every Day?

    Every contact center leader makes the same bad bet every morning: overstaff and burn labor, or understaff and burn your CX. The traditional 8-hour shift was built for a world that no longer exists. In this episode, host Darren Prine sits down with **Jon Brown, SVP of Client Results at LiveOps**, to break down **precision staffing** — a flexible, on-demand model that schedules agents in 30-minute intervals matched to real call flow instead of a forecast. What we get into: - Why traditional and part-time shift models fail at almost every point in the demand curve - How 30-minute precision intervals put agents exactly where the calls are - Paying only for productive time — and why that alone typically cuts staffing costs 25–30% - Handling seasonal surges, holiday peaks, and open enrollment without burning your team into attrition - Why one flexible partner beats juggling five BPOs during a spike - How LiveOps sources specialized, brand-passionate talent that performs like full-timers - Real ROI: the COVID surge scaled to thousands of agents in 72 hours, plus higher upsell and lower attrition If scheduling is a constant headache on your team, this one's worth your time.   See how precision staffing works → https://cloudtechgurus.com/gigcx Subscribe on YouTube → https://www.youtube.com/@thecontactcenterguruspodcast Watch this episode → https://youtu.be/qLooYXE-Sw8   Guest: Jon Brown, SVP of Client Results, LiveOps (liveops.com) Host: Darren Prine, Cloud Tech Gurus Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com

    What If Your Contact Center Was Perfectly Staffed - Every Hour, Every Day?
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About

We didn't study contact centers. We ran them. CX Gurus goes inside the enterprise contact center with the operators who've lived it — from 500-seat teams to 10,000+ global BPOs. Each week, host Darren Prine and guests break down what's actually working in CX and AI, and what's just noise. Expect straight talk on AI agents, QA, WFM, vendor selection, and the messy reality of transformation. No consultants who've never taken a call. No hype. Just the practitioner's view from the floor. Built by Cloud Tech Gurus.

Information

  • Creator
    Jessica Voss, Darren Prine, Fred Stacey
  • Years Active
    2021 - 2026
  • Episodes
    41
  • Rating
    Clean
  • Copyright
    © 2026 CX Gurus
  • Show Website
    CX Gurus