Best Ccaa Podcasts (2024)

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13: AI in Amazon Connect 28:50

2d ago28:50

28:50

Send us a Text Message. In this episode of ACP, Tom and Alex dive deep into the exciting world of AI in Amazon Connect. They discuss how AI is transforming the contact center landscape by empowering agents, enhancing customer self-service, and providing supervisors with crucial insights. Key areas of focus include AI-driven agent assist with Amazon…

1
12: The Independent User Group for Amazon Connect Inaugural Meetup 34:54

16d ago34:54

34:54

Send us a Text Message. In this episode of the ACP podcast, we broadcast from the inaugural meetup of the Independent User Group for Amazon Connect, held at the London Stadium in the UK. We kick off setting the scene and highlighting the excitement surrounding the event. Throughout the episode, we managed to track down and talk to some of the key f…

1
7. Unveiling the Architecture and Design of Modern Contact Centers on Microsoft Teams 38:04

20d ago38:04

38:04

In this episode of Always On CX:EX, Josh Chronister talks with Manoj Priyankara, Director of Solution Architecture at AudioCodes, about designing and architecting Microsoft Teams contact centers. They discuss the differences between Teams-based contact centers vs. standalone contact centers, scalability of a cloud solution, omnichannel customer int…

1
11: After Deployment with Corey Miller, AWS 31:44

1M ago31:44

31:44

Send us a Text Message. In this episode of ACP, we were joined by Corey Miller, a Senior Engagement Manager at Amazon Web Services. Corey brings a unique perspective to the table with his extensive background, which includes a 28-year tenure in the United States Air Force as a military police officer and his subsequent transition into the technolog…

1
6. Inside Look: How You Can Deliver Better CX with Microsoft Teams 32:30

1M ago32:30

32:30

In this episode of Always On CX:EX, host Josh Chronister talks with Jasper Filon, a contact center expert at AudioCodes, about how logistics companies can improve customer experience with Microsoft Teams. They discuss the benefits of Teams as a cloud-based platform, integrating contact center features into Teams, using AI for automation, and best p…

1
EP5: Can Cloud Solutions Be a Real Money-maker? | Yeastar 59:09

1M ago59:09

59:09

Episode Introduction Can hosting solutions be a real money-maker? Absolutely! So, what's the secret to cashing in? In this episode, Ramon and Jason will dive into the booming cloud trend and check out how it could pay off for small and medium-sized businesses. They'll spill the beans on what to think about before switching, picking the right PBX, a…

1
10: Arie Hazekamp, Amazon Connect 28:35

1M ago28:35

28:35

Send us a Text Message. This week we are joined by special guest Arie Hazekamp, a Senior Partner Solutions Architect from AWS, all the way from sunny Barcelona. Arie shares his journey into the world of AWS and Amazon Connect, highlighting the transformative impact cloud technology has had on customer experience solutions. The episode delves into t…

1
5. 5 Crucial Factors of a Microsoft Teams CCaaS You Need to Know 23:46

2M ago23:46

23:46

Not all contact center integrations for Microsoft Teams are built the same. - Some are certified by Microsoft, and some aren't. - Some have built-in Conversational AI, and some don't. - Some have an Azure-native integration with Microsoft Teams, and some don't. You get the idea! In this episode of Always On CX:EX, Jon Zoltie breaks down the top 5 q…

1
4. How to Build an IVR Your Customers Won’t Hate 32:06

2M ago32:06

32:06

Designing an IVR your customers don’t hate isn’t as difficult and time-consuming as it sounds. And no, we’re not talking about another DTMF menu. No one likes waiting through a list of nine options to then forget what #3 was. We’re talking about speech-driven or conversational IVRs. You know, the ones that: - Callers are no longer limited to 10 opt…

1
3. Why Consolidate Your UC & Contact Center 30:57

2M ago30:57

30:57

There’s been a lot of talk in the market about UC and contact center consolidation. But is it just talk, or could this be a viable long-term strategy? The benefits can’t be denied – more knowledgeable agents, CX abilities for employees beyond the contact center, cost savings, etc. But sometimes these two communication platforms don’t fit like a glo…

1
2. Why Voice is Still the Leading Support Channel 40:24

2M ago40:24

40:24

There’s been significant development in digital support channels like Chat and Email, but Voice remains the surefire channel for providing exceptional customer support. Leading with Voice requires the right mix of Conversational AI for handling mundane tasks and knowledgeable Agents for complex issues. But how do you know if you are using the right…

1
1. Where Teams Voice Ends and Contact Center Begins 32:49

2M ago32:49

32:49

Microsoft Teams' growth as a collaboration tool has led organizations to use the platform as a base for improving customer experiences. However, the basic Teams Contact Center capabilities limit organizations in providing a high-level service experience for callers. Does this mean the only other option is a larger CCaaS vendor with many features th…

1
9: Project Management 31:08

2M ago31:08

31:08

Send us a Text Message. In this episode of the Amazon Connect Podcast (ACP), we talk to Saffron Archer and Veronica Larena, both delivery leads at CloudInteract, about the key aspects of successfully managing Amazon Connect deployment projects. We delve into the importance of project management, the challenges of coordinating with multiple stakehol…

1
EP4: How to Do Business with ISP? - 6 Tips from a REAL ISP | Yeastar 51:08

2M ago51:08

51:08

Episode Introduction How do I work with an ISP? As the global promotion of cloud PBX continues to gain momentum, this question grows in significance. That's why we've brought in a true ISP expert, Lily Zhang from Cocoa Oriental, who will be sharing her insights on typical ISP cases, important project considerations, and 6 useful tips for vendors lo…

1
8: Workforce Management & Optimization 37:35

2M ago37:35

37:35

Send us a Text Message. In this episode of the ACP, we dive into the intricacies of workforce optimization (WFO), workforce management (WFM), workforce engagement management (WEM) with Scott Budding and Rich Pennington from Calabrio. As experts in this area, they discuss the evolution of traditional workforce management practices towards a more age…

1
7: PCI Compliance 28:02

3M ago28:02

28:02

Send us a Text Message. In this episode of ACP we delve into the world of PCI compliance with our guest, Dmitri Muntean, managing director at SequenceShift. Dmitri brings his extensive knowledge in PCI compliance and telephony to discuss the challenges and solutions for businesses using Amazon Connect. The episode explores how Dmitri's company, Seq…

1
Ep:5 What are some of the most common CX mistakes? 39:52

3M ago39:52

39:52

In this episode, Vic and Tom discuss some of the most common CX mistakes they see and offer some thoughts on how to fix them. Also, Vic channels a previous poor CX with AT&T and has to be bleeped as he relives the experience. Thanks for listening! Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach ou…

1
6: Enterprise Connect 2024 33:42

3M ago33:42

33:42

Send us a Text Message. In this special episode of ACP, we explore the latest announcements from Enterprise Connect as they relate to Amazon Connect. Discussing features that were just announced, this episode is a real-time analysis, less polished but filled with genuine reactions to the breaking news. Key highlights include: Third-Party App Suppor…

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EP3: Talking Vendors' Strategies — Is That a Smart Way to Face 2024? | Yeastar 50:41

4M ago50:41

50:41

Episode Introduction Quick question: Was 2023 hard for you? If your answer is yes, then this episode is a must-listen! In this episode, Jason and Ramon discuss how Yeastar and other major industry players, like VTech, Mitel, and 3CX, dealt with the tough economic conditions — their business strategies, and how the market responded. They're also joi…

1
5: Planning your Amazon Connect deployment 33:25

4M ago33:25

33:25

Send us a Text Message. In this podcast episode, Tom Morgan and Alex Baker discuss how to set up and manage an Amazon Connect Contact Centre. They highlight the importance of planning before starting the deployment process and determining how exactly you want to use Amazon Connect. Alex states the importance of understanding the technical side of t…

1
4: Amazon Connect in financial services 25:30

4M ago25:30

25:30

Send us a Text Message. In this episode we are joined by John Ing, Independent Cloud Contact Centre Consultant. John is an entrepreneurial and forward thinking technology leader with over 40 years experience in the industry who was an early adopter of Amazon Connect . He led the first UK Bank onto Amazon Connect 5 years ago and has since helped a n…

1
3: Audio and Video Communication Widgets 25:11

5M ago25:11

25:11

Send us a Text Message. In this episode Tom & Alex were joined by Bentley Paton - Platform Engineer at CloudInteract - to discuss some of the newest innovations in the Amazon Connect communications widget. We first discuss the existing chat widget capabilities that Connect has had for some time before moving to talk about the addition of audio and …

1
2: CRM Integration 39:21

5M ago39:21

39:21

Send us a Text Message. In this week's episode, we discuss CRM integration, starting with what that actually means and why you might need or want it. We talk about the CRM that's built right into Amazon Connect with Customer Profiles and Connect Cases. For lots of people (especially if you don't already have a CRM in place) this could be a GREAT so…

1
EP2: Selling Cloud PBX - How Do I Convince Customers to Pay 3 Times? | Yeastar 42:41

5M ago42:41

42:41

Episode Introduction As more and more businesses are moving their communications to the cloud, we've seen the rise of UCaaS, which is a completely different business realm and requires a new mindset. So in today's episode, we will highlight some common concerns we've encountered from people who want to capitalize on the cloud opportunity but haven'…

1
1: Introduction to Amazon Connect 20:43

6M ago20:43

20:43

Send us a Text Message. Welcome to the first episode of the CloudInteract Connect Podcast! In this episode we introduce ourselves and cover the basics of Amazon Connect: its capabilities and features. We discuss who Amazon Connect is for, how to get it and pay for it, and the pitfalls of "just turning it on". Alex has a great example of a customer …

1
The customer Happiness show 14:19

6M ago14:19

14:19

Bob, it has been a while since we have talked to the contact center show audience, and there are some rumors that I want to put to bed. Bob, the word on the street is we got rich and famous and we stopped putting out new show. I've gotten some responses from our fans. Can you put these rumors to bed? What actually happened here? Bob Well, as you ca…

1
EP1: Product Roadmap, CCaaS, and Box-Moving Business Model | Yeastar 1:02:37

6M ago1:02:37

1:02:37

What will happen if 2 training professionals drink together off-work? Jason and Ramon reconvene to discuss and brainstorm ideas related to their experiences — the Summit, current challenges, and more insightful ideas about the VoIP business and UC solutions. So, kick back, grab a beer, and let's start a casual and free-flowing conversation! Highlig…

1
EP0: UC&C Huddle: We Are on Podcast Now! | Yeastar 7:01

6M ago7:01

7:01

In this pilot episode, we dive into the story behind starting the "UC&C Huddle" podcast. As the "official speakers" for Yeastar, the world’s leading UC solution provider, we've always wanted to have a special platform to share our ideas and engage in insightful conversations with individuals in the VoIP business. If you are curious about what goes …

1
What we learned this season 33:38

1y ago33:38

33:38

Amas and Bob take a look back a their third season of the Contact Center show. "I plan to spend the offseason doing nonprofit, keisha Warrior Princess, we aims to educate women on the importance of self exams and of gynological appointments annually."- Bob I'm increasingly getting feedback from people who are not deep into the contact center, but a…

1
How to Prepare for CCaaS 32:57

1y ago32:57

32:57

Bob and Amas discuss how you should prepare for CCaas: Three out of four contact centers today have not yet made the move. Every vendor is telling companies to make this move. The improvements are happening in their new cloud system. We're getting close to the point where this would be a baseline requirement. CCaaS allows agents to use all of their…

1
How to Seperate the Hype from Reality with Generative AI 40:29

1y ago40:29

40:29

Amas and Bob tell you how to separate the hype from reality with GPT: - AI will eliminate 75% of call center jobs. AI will even make your bed. These are some of the real headlines about what generative AI things like Chat GPT will do to the contact center. - I think the next knowledge will be the impact. It's going to affect the way that we write k…

1
Knowledge is the new oil, but do you know how to drill? 30:51

1y ago30:51

30:51

Bob and Amas discuss the world of knowledge. "I'm going to date myself that we had knowledge on paper in binders at every desk." - Bob "In fact, I believe that if used correctly, knowledge or technical product content in this case is and should be seen as marketing." - Mike "So we have this issue. There are 1400 page PDFs running out there. How wou…

1
The Contact Center CFO 42:06

1y ago42:06

42:06

Amas and Bob discuss the role of the CFO in the Contact Center: "Yeah, there is a the metric but there reason your are measuring FCR, repeat call rates, average call rate, they should lead somewhere." -Amas "I gotta be ready to tell the story of the history, the real-time and the future." -Bob

1
The Outbound Call Center 36:02

1y ago36:02

36:02

Amas and Bob discuss the outbound call center: "This is giving me flashbacks of my teenage years when I was doing telemarketing." - Amas "Time is money! Interactions to Sales matter - from a cost perspective." -Bob "Well first of all it's a tough job, in that job I was talking about I called 60 people maybe 20 talked to me, that's a lot of negativi…

1
Waiting for Service Interview 33:52

1y ago33:52

33:52

Bob interviews Amas about his latest book "Waiting for Service" "If our industry could get the waiting part right before worrying about the quality of service..." Amas "So if you are listening to our podcast, he is not talking about you, he is talking about the other contact center professionals." - Bob…

1
Ep:4 Why are we so excited about Enterprise Connect 2023? 45:19

1+ y ago45:19

45:19

In this podcast, we discuss the upcoming Enterprise Connect Conference, why conferences still matter, what we are doing at EC, and why we are so excited to take the podcast on the road! Thanks for listening! Questions or comments about the show? Ideas for future episodes? Interested in being a guest? Reach out to us for more info. Email – info@your…

1
Soft Skills do not work, your contact center needs Tough skills. 59:33

1+ y ago59:33

59:33

Amas and Bob welcome Caryn Fried and Glen Stoffel to the Contact Center Show to discuss the reality of soft skills. Quotes "People drive the success of contact centers. I had someone say to me this week - I think people are going away in contact centers. ChatGPT and the future of voice bots and digital bots will replace the human. But I disagree. T…

1
When Social media becomes the primary means of customer service 35:53

1+ y ago35:53

35:53

Do you use social media to address your complaints or concerns with companies? What are the pros and cons of social service? Does anyone do it well? It is quite overwhelming to monitor the entire internet so where do you start? “how would you feel if every decision you make privately on a contact center ends up on the front page of a newspaper or o…

1
Why should you use social for customer service 36:38

1+ y ago36:38

36:38

Bob and Amas continue the conversation about Social Service: "You know that quote from 10-15 years ago 'if you do something good your customer will tell 3 people and if you do something bad they will tell 10' now customers are like 'let me tell my 100 followers, 500 followers...." - Bob And much more Contact Amas and Bob. http://linkedin.com/in/ama…

1
When customers never have to hold? 32:54

1+ y ago32:54

32:54

You dial a 1800# and it tells you someone will hold your place in line and call you back when it is your turn? Is someone actually holding your place in line? Key Quotes: "It allows you to not have to listen to Michael Bolton sing “when a man loves a woman for the thirteenth time.” Or even worse, here the “your call is important to us” for the 25th…

1
Will ChatGPT answer 25% of all your inquiries? 41:54

1+ y ago41:54

41:54

Amas and Bob take a deep dive into the success of ChatGPT. Chatbots are not new, why is this one capturing hearts and mind? What the heck is a chatbot anyway? Why do most customers hate chatbots and will it change? Will it replace humans in the contact center? How do I start building a bot customers will want? And much more Contact Amas and Bob. ht…

1
Is the Contact center the most interesting place in Corporate America? 42:08

1+ y ago42:08

42:08

The contact center may be the biggest melting pot in corporate America. Bob & Amas have 60+ years in the industry What does the contact center get right? Most incredible stories about contact centers Memorable Quote: “Did you lose your daughter? Are you a NARC?” - Bob And much more Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://w…

1
Should We Join Frontier Airlines in Eliminating Calls? 29:21

1+ y ago29:21

29:21

Join Amas and Bob as they discuss eliminating phone calls from contact centers: Before you join the movement to eliminate phone calls from your contact center you should listen to this. Select quotes. "I think they are trying to kill the phone call because they're expensive...." "Is frontier airline the model for customer service?" "At the end of t…

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Ep: 3 Why is leadership so critical to CX? - Interview with Brad Cleveland 45:44

1+ y ago45:44

45:44

In this episode, we sit down with Brad Cleveland, know throughout the world for his insight into all things related to customer experience. Brad is an industry veteran who is one of the leading recognized thought leaders and consultants, as well as a frequent speaker and author of several books. Today, we discuss the important subject of leadership…

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Ep:2 What's the difference between good chat vs. bad chat? 35:21

1+ y ago35:21

35:21

In this episode, we explore a tale of two chats - one that was excellent, and one that, well, sucked. As more and more interaction go to chat, it is important for companies to not just support chat, but excel at chat. Join us as we deep dive into these two experiences and break down the differences. Thanks for listening! Questions or comments about…

1
Ep:1 Why does customer service still suck? 33:13

1+ y ago33:13

33:13

On our very first episode, we dive into the sad reality that customer service still stinks. Why is this the case? Why is this still a struggle despite large investments in upgrades and moving to the cloud? Tune in as we begin the journey into why customer experience still sucks and what can be done to turn things around. Thanks for listening! Quest…

1
How to Deal with Escalations 30:19

1+ y ago30:19

30:19

Join Bob and Amas as they dive deep in how to deal with escalations: "I have always been intersted in the origin of the statement "the customer is always right", they must not work in service..." "In some ways I think the organization is creating escalations..." "I would love to be a supervisor in a call center and not be able to tell a lie....." A…

1
Your Call is Being Recorded for quality purposes 36:08

1+ y ago36:08

36:08

Join Amas and Bob as they discuss the dreaded message we all hear when calling for service. What is done with my recording and transcripts at most contact centers? Who owns the data? Three things to change about the recording and quality assurance process. Some quotes... "I don't think it's BS they are recorded but they're not listening to a lot of…

1
Is Training to blame for Customer service failure? 34:26

1+ y ago34:26

34:26

People blame most bad interactions on poor training.Is this true? The training blame game Who is the real culprit when service goes bad What is training actually good for Is empathy a skill or an emotion? And much more... Contact Amas and Bob. http://linkedin.com/in/amastenumah/ https://www.linkedin.com/in/bobfurniss/…

1
What is Workforce Management? 36:59

1+ y ago36:59

36:59

Ever had 100,000 people waiting in line and angry? You know it is your fault? Have you ever made all your coworkers mad? Today Bob Furniss and I discuss Workforce Management. Why WFM deserves more empathy Why WFM is a lot of art and a lot science Wat makes WFM such a complex job And much more ... Contact Amas and Bob. http://linkedin.com/in/amasten…

Podcasts Worth a Listen

Ccaa Podcasts

Podcasts Worth a Listen

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