Best Contact Center Quality Assurance Podcasts (2024)

1
Calming Irate Customer Interactions: 5 Proven Techniques 24:46

4d ago24:46

24:46

Send us a Text Message. In this episode of "Advice from a Call Center Geek," we dive into the challenging world of dealing with angry customers. Discover five powerful, actionable techniques that can transform heated interactions into opportunities for building customer loyalty. Perfect for contact center managers and agents alike, this episode cov…

1
What Technology does a World Class 2024 Contact Center Have? 24:20

12d ago24:20

24:20

Send us a Text Message. Did you ever ask yourself what the high-end contact centers are doing differently? In this ACGpodcast, we dive deep into the cutting-edge technologies that set elite customer service operations apart from the rest. This is how we are developing our strategic plan for Expivia. From AI-powered chatbots to advanced analytics, w…

1
Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All 29:03

1M ago29:03

29:03

Send us a Text Message. The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons. In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs. Don’t let…

1
Practice on AI, not Humans: How AI-Powered Simulation Training Empowers Your Human Agents to Succeed 33:00

2M ago33:00

33:00

The ability of AI to empower, not replace, humans is often lost in the sensational stories about AI’s impact on call centers. In this podcast we explore how conversational and generative AI are being utilized across industries to exponentially scale role-playing, and enable true scenario-based training where you can practice active listening, commu…

1
Everything We Learned from Starting An AI CX Company - OttoQa 20:20

2M ago20:20

20:20

Send us a Text Message. Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us in…

1
Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms 25:32

3M ago25:32

25:32

Send us a Text Message. What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance,…

1
How You Can QA Contact Center Calls Using ChatGPT (Desktop) 16:07

4M ago16:07

16:07

Send us a Text Message. In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring. Discover effective system prompting and its role in r…

1
Exposed: The Unvarnished Truth About AI Deployment in Contact Centers 22:45

4M ago22:45

22:45

Send us a Text Message. Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry. My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have started implementation. Join me in a …

1
Will Auto QA Platforms End the Era of Traditional CX Analytics? 19:25

4M ago19:25

19:25

Send us a Text Message. Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics. We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insig…

1
Tips to Disrupt your Service Desk with Technology and Tactics 47:54

4M ago47:54

47:54

Send us a Text Message. Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University. Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professiona…

1
How to Turn Rookie Contact Center Hires into All-Stars 32:00

5M ago32:00

32:00

Many contact center leaders struggle to get new hires up to speed, and AI will continue forcing human agents to tackle increasingly difficult sales and support scenarios. Adam Levin joins us today to discuss how to empower workers around the globe with new coaching and training tools, rather than replace them. Guest: Adam Levin, Adam is an expert i…

1
Getting Really Good at WFH and Hybrid Work | Guest: Michele Rowan 34:00

5M ago34:00

34:00

Remote and hybrid work are not new to contact centers, but getting really good at it on scale and for the long haul, is quite new. How are organizations retaining best talent once hired, and how are they bringing people into culture folds quickly, while building excitement about these employment opportunities? How do leaders emit the energy and eth…

1
Replacing Surveys with Sentiment Arc: What I learned from analyzing 29,000 calls 31:00

6M ago31:00

31:00

Customer service surveys are no longer effective. Response rates are low, customers are tired of endless requests, and it’s becoming more difficult to get actionable data. A new technique called sentiment analysis analyzes the conversations you’re already having with customers so you don’t have to pester them with survey requests. This technique ca…

1
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies 32:07

6M ago32:07

32:07

Send us a Text Message. Dive into the transformative journey of OttoQa, where we've uncovered the profound impact of prompts in elevating customer experience (CX) quality assurance (QA) processes. This podcast (taken from a Linkedin Live Event) brings the insights and methodologies from our extensive experience directly to you, focusing on the art …

1
S3 Ep1 Quality Perks Crew Discusses Heart-Centered Leadership with Valerie McSorley 27:15

6M ago27:15

27:15

Tune into "Quality Perks": Heart-Centered Leadership, Empathy and Authenticity with Valerie McSorley Dive deep into the essence of heart-centered leadership with "Quality Perks," where our hosts, Karyn Dupree and Neal Eggers, engage with the visionary Valerie McSorley. This episode takes you beyond traditional metrics, into the realm of leadership …

1
Creating an AI Roadmap for Your Contact Center from the Ground Up! 46:44

6M ago46:44

46:44

Send us a Text Message. This podcast is based on the presentation I delivered in Miami at the "CX Under the Sun Event" to more than 100 CX professionals who are just beginning their journey with CX AI transformation. During the presentation, I share my views on what is considered "real" regarding AI in the current market, what to be cautious about,…

1
2024 CX, AI, and Contact Center Predictions 29:37

7M ago29:37

29:37

Send us a Text Message. As we step into 2024, the realms of Customer Experience (CX), Artificial Intelligence (AI), and contact centers are poised at the brink of transformative change. Let's explore the exciting, realistic predictions that are shaping the future of these industries. These are part prediction and part wish list for what I would lik…

1
Getting the Most out of AI & Automation for Quality Assurance in Contact Centers 27:00

7M ago27:00

27:00

Chad Tatton brings tremendous experience in using quality assurance to improve customer satisfaction, efficiency, effectiveness, time to proficiency, and sales in the contact center. During this conversation with host Bruce Belfiore, Chad will relay his experiences in helping organizations identify the right blend of people, processes, and automati…

1
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers 16:23

8M ago16:23

16:23

Send us a Text Message. Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek." 🔍 Key Highlights: 𝟮𝟬𝟮𝟰/𝟮𝟬𝟮𝟱 𝗢𝘂𝘁𝗹𝗼𝗼𝗸: What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await! 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆…

1
S2 Ep8, Quality Perks with Leslie O’Flahavan – E-WRITE Owner 23:41

8M ago23:41

23:41

Did you miss our exclusive live event on “Empathy in Contact Center Written Interactions” featuring the renowned Leslie O’Flahavan? Don’t worry; we’ve got you covered. Welcome to the replay of this engaging and informative session. 🔍 What You’ll Discover: 🎙️ Guest Speaker Insights: Watch Leslie O’Flahavan, an expert in customer communications, shar…

1
AI Tools in CX: The Truth about ROI 23:18

8M ago23:18

23:18

Send us a Text Message. This podcast episode of "Advice from a Call Center Geek", titled "AI Tools in CX: The Truth about ROI," delves into the practical aspects and return on investment (ROI) of AI technologies in the context of contact centers. It critically examines various AI tools like large language model chatbots, analytics, agent assist, an…

1
Navigating the Technology Maze for Small Contact Centers: A Practical Guide 25:02

9M ago25:02

25:02

Send us a Text Message. Welcome back to "Advice from a Call Center Geek," the podcast dedicated to enhancing your contact center operations! In today's episode, we dive into the often confusing world of technology for small contact centers. With the holiday season approaching and AI becoming a buzzword, we aim to clarify and simplify your tech choi…

1
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management 20:44

9M ago20:44

20:44

Send us a Text Message. In this episode of "Advice from a Call Center Geek," we jump into expert tips for setting up a successful contact center, drawing from our experiences at Expivia. Learn about optimal team structures, effective management ratios, and strategies that foster efficiency and customer satisfaction. This episode is a treasure trove…

1
Best CcaaS Providers 2023-2024! 23:14

9M ago23:14

23:14

Send us a Text Message. In this episode of "Advice from a Call Center Geek," we dive into a topic that's known for stirring up plenty of debates and strong feelings: CcaaS platforms. I'm eager to offer my perspective on what's happening in the world of these providers right now. We'll explore the various aspects that make this topic so controversia…

1
S2 E7, Quality Perks with Daniel Reed, Customer Care Manager at HB Home Services - Nov 15, 2023 23:59

9M ago23:59

23:59

🔁 “Quality Perks” Session Now Available for Replay If you couldn’t join us live, don’t worry! The insightful session of “Quality Perks” featuring BPA Quality’s Karyn Dupree, Neal Eggers, and special guest Daniel Reed with HB Home Services is now available for replay. 💡 Revisit the Insightful Discussion on “Is the Art of Conversation Dead?” Our pane…

1
The AI Transformation: A New Era for Business Process Outsourcing 36:31

10M ago36:31

36:31

Send us a Text Message. Imagine navigating the rapid changes in the Business Process Outsourcing (BPO) industry with the help of Artificial Intelligence (AI). How do BPOs need to adapt and evolve to stay competitive in this AI-driven landscape? That's what we're discussing in this enlightening episode, drawing insights from a seminar at the Google …

1
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First 47:35

10M ago47:35

47:35

Send us a Text Message. This episode is less theory and more "What you need to do!" This audio recording is from the LinkedIn Audio Event we hosted on Friday, November 3, 2023. It's an in-depth discussion that covers all the preliminary steps you should consider before embarking on your journey into Artificial Intelligence. We also explore the vari…

1
"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service 41:43

10M ago41:43

41:43

Send us a Text Message. 𝙏𝙝𝙚 𝙍𝙤𝙤𝙢 𝙒𝙝𝙚𝙧𝙚 𝙄𝙩 𝙃𝙖𝙥𝙥𝙚𝙣𝙚𝙙" NICE's remarkable team flew Tom to New Jersey at the White Eagle Hall, to step into "The Room Where It Happened," their exclusive video series that casts a spotlight on the pulse and prospects of Customer Experience (CX). There, Tom's own audio narrative brought to life what we regard as one of ou…

1
Generative AI Best Practices for your Contact Center Transformation 31:00

10M ago31:00

31:00

Summary: This episode of CallTalk will focus on explaining the different types of Generative AI, as well as best practices to follow in selecting an LLM (Large Language Model). The discussion will help you understand what you should know, and helpy you identify the right LLM for your business. Important areas will include picking the right use case…

1
Rethinking Contact Center Outsourcing (BPO) in the Age of AI 32:33

11M ago32:33

32:33

Send us a Text Message. In this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants. We've transitioned Expivia from just being a "contact center o…

1
A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra 37:59

11M ago37:59

37:59

Send us a Text Message. Ready for a peek into the AI-driven future of contact centers? Dive in with our special guest, Robbert Dijkstra of Deepdesk. Discover how AI transforms both the agent and customer experience in digital mediums like chat. Robbert shares how automation not only boosts productivity but also reduces repetitive tasks for agents. …

1
The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox 5:54

11M ago5:54

5:54

Send us a Text Message. Here is a quick min-pod on some initial thoughts on the 350 million dollar purchase of LiveVox by NICE. This is essentially a union of two firms where one's strengths balance out the other's limitations. The Cxone Dialer is mediocre, and certainly not a standout in the industry, whereas CXone continues to be the industry fro…

1
S2 Ep6, Quality Perks with Utibe Bassey, VP of Customer Experience with Dominion Power - Oct 4, 2023 21:03

11M ago21:03

21:03

In an industry where the focus is often on metrics and analytics, we’re here to bring you a fresh perspective that can potentially redefine the parameters of success in contact centers. 🎙️ Speakers: – Karyn Dupree, BPA Quality – Neal Eggers, BPA Quality – Special Guest: Utibe Bassey, VP of Customer Experience Join us in this stirring episode where …

1
Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises 24:32

11M ago24:32

24:32

Send us a Text Message. Ready to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises…

1
S2 Ep5, Quality Perks with Elle Neal, Data Scientist & STEM Ambassador - Sept 26, 2023 24:08

11M ago24:08

24:08

Stream Now season 2 episode 5, where we chatted with Elle Neal Data Scientist at BPA Quality UK | STEM Ambassador | Cohere AI Community Champion] about AI, Data Analytics, Coffee & Mermaids. 🎙️ Speakers: – Karyn Dupree, Co-host of Quality Perks – Neal Eggers, Co-host of Quality Perks – Special Guest: Elle Neal In this episode, we delve deep into th…

1
10 ChatGPT Prompts to Fully Automate Your Contact Center QA 37:49

12M ago37:49

37:49

Send us a Text Message. Ready to unlock the secrets of automated QA in your contact center? This episode is brimming with insights about using chatGPT to revolutionize your QA, promising to transform how you approach your work. We walk side by side with you, through the labyrinth of user accounts and databases, right up to crafting prompts for a fo…

1
Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN 3:11

12M ago3:11

3:11

Send us a Text Message. Dive into our mini podcast on our new value add OttoQA! Discover how we're reshaping the landscape of QA for call centers with fewer than 50 agents. Say goodbye to spreadsheet hassles and embrace AI-driven efficiency. Plus, find out how you can become an integral part of our journey as an Alpha and Beta partner. Don't miss t…

1
Best ChatGPT Prompts to Improve Your Contact Center! 22:56

1y ago22:56

22:56

Send us a Text Message. In "Revolutionizing Call Centers with ChatGPT Prompts," we unveil the power of AI in redefining call center operations. This episode is a goldmine for managers and supervisors, as we share the best prompts to optimize and streamline your operations. Dive deep with us into the crux of Overall Operations to decipher key perfor…

1
QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA 48:28

1y ago48:28

48:28

Send us a Text Message. Episode 200! Dive into the evolving landscape of AI in the contact center QA space with our next Advice from a Call Center Geek podcast! Chris Mounce of EvaluAgent® returns to go head-to-head with our host Tom Laird in a riveting debate. Can AI truly automate scorecards, or are we still testing the waters? How do we ensure q…

1
CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA! 55:22

1y ago55:22

55:22

Send us a Text Message. Envision a reality where Artificial Intelligence (AI) commandeers your customer service. Consider AI not merely conducting routine transactions but also enhancing intricate and emotionally nuanced dialogues with your customers. Is this a far-off dream or a prevailing reality? We dive into this and much more in our recent "Ad…

1
How to Automate Your Contact Center QA with Ai! 28:22

1y ago28:22

28:22

Send us a Text Message. Ever wondered how your contact center could save significant costs while keeping up with the QA process? Brace yourself for an enlightening discussion and AMA where we unravel the potential of AI in transforming Quality Assurance in your contact center. We'll take you through our early journey of automating QA processes, sha…

1
Transforming Your Contact Center: Effective Strategies for Cultural Change 21:43

1y ago21:43

21:43

Send us a Text Message. You are just a click away from transforming your contact center from a drab workspace to a vibrant one; come join me, Tom Laird, as we revolutionize your call center experience. I promise to share the secrets to creating a positive and effort-driven culture, where attitude and effort outweigh resumes. I'm excited to share in…

1
S2 Ep4, Quality Perks with Vern Fernandez of Jabra - July 13, 2023 21:56

1y ago21:56

21:56

In season 2 episode 4, we’ll be chatting with Vern Fernandez, a strategic alliances manager, focused on contact center agent and customer experiences and go-to-market strategies on helping stakeholders solve their challenges and maximize investments. During our discussion, we’ll discuss real-time sentiment analysis and dig deeper into agent tone. D…

1
The Evolution of AI in Reshaping the Contact Center Tools of Today 21:05

1y ago21:05

21:05

Send us a Text Message. Imagine having the power to reshape customer experience in your call center with artificial intelligence. What if you could emulate the behaviour of your most effective agents, optimize IVR, manage workforces, and even facilitate self-service with AI? Get ready to explore how AI is transforming the world of customer service,…

1
Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers! 25:08

1y ago25:08

25:08

Send us a Text Message. Ever wondered how the hustle and bustle of your favorite restaurant correlates with the operations of a call center? Picture yourself at a bustling eatery as we break down the ins and outs of call center metrics in relatable terms. We’ll be interpreting essential terms like incoming calls, cue calls, and abandoned calls in a…

1
S2 Ep3, Quality Perks with Milan Batinich, Motivational Speaker with Milan Motivates - June 29, 2023 23:40

1y ago23:40

23:40

In this episode of “Quality Perks,” the hosts discuss various topics related to employee engagement and communication in contact centers. Milan Batinich, a guest speaker, shares his insights on the importance of treating employees based on their individual preferences and needs, rather than applying a one-size-fits-all approach. Highlights 📢 Using …

1
Elevating Call Center Performance: Top Coaching Methods and Techniques for Agent Success 24:21

1y ago24:21

24:21

Send us a Text Message. Are you struggling with coaching your call center agents effectively? Join us as we explore five popular coaching methods and share personal experiences on how to structure agent coaching sessions for maximum results. With insights on the GROW method, the Oscar method, and more, you'll learn how to help your agents take cont…

1
Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud 27:28

1y ago27:28

27:28

Send us a Text Message. This episode of ACG was taken from the Linkedin Live Audio Even that we did with followers on June 13, 2023. Some of the topics brought up were: What is the internal lift to implement tools like speech analytics? Plusses and minuses of moving to the cloud? What ratios should contact center management be? What are some of the…

1
NICE Interaction 2023 Talk- 10 Ways to Disrupt your Contact Center using Technology and Tactics 32:26

1y ago32:26

32:26

Send us a Text Message. Ready for a game-changing episode that will skyrocket your contact center's customer experience? Join us as we unveil 10 tips on maximizing your platform, from leveraging analytics to engaging your employees in creative ways. Discover the power of using an effort multiplier to incentivize attendance and workforce intelligenc…

1
S2 Ep2, Quality Perks & the Verint Engage 2023 Chat 17:44

1y ago17:44

17:44

In this episode of Quality Perks, the hosts Karyn Dupree and Neal Eggers are joined by guest Matt Gryntysz. They discuss their upcoming participation at the VERINT Engage 2023 event in Las Vegas. They also talk about their coffee preferences and the importance of having a strategic vision and resources for a successful quality monitoring program. H…

Podcasts Worth a Listen

Contact Center Quality Assurance Podcasts

Podcasts Worth a Listen

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