Best Speech Analytics Podcasts (2024)

1
Tips to Disrupt your Service Desk with Technology and Tactics 47:50

3d ago47:50

47:50

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 professionals, and his innovative w…

1
Automated Analytics Podcast: Reducing Service Calls by 50% 18:16

9d ago18:16

18:16

Embark on a journey into the heart of innovation with Alastair from Dyno-Rod, whose career trajectory has soared from humble beginnings at British Gas to the strategic heights of managing a franchise. Sit down with us, Mark Taylor, CEO of Automated Analytics, as we unravel the story of how Dyno-Rod's embrace of AI solutions, with a little guidance …

1
Automated Analytics Podcast: Indeed - Healthy Market Update 7:57

14d ago7:57

7:57

Prepare to be at the forefront of recruitment innovation with our latest podcast episode where we're joined by Jason Peecook, Vice President of the USA for Automate Analytics. We're peeling back the curtain on Indeed's transformational updates to their job matching system, a move that is set to alter the landscape of how job seekers and employers c…

1
Automated Analytics Podcast: Increasing Pizza Hut hires by 42% 14:05

23d ago14:05

14:05

Imagine transforming a struggling pizza joint into a culinary empire spanning across seven states. Heather shares precisely that adventure in our latest podcast, as we explore the legacy of RMC, a Pizza Hut franchisee with a 50-year-old bond with the iconic pizza brand. From humble beginnings, led by Hal McCoy Jr., to their current status as a lead…

1
Automated Analytics Podcast: Review of the Spring Budget 13:56

1M ago13:56

13:56

Unlock the potential of AI in boosting public sector productivity with Mark Taylor, CEO of Automated Analytics, as we dissect the recent spring budget's tech-forward vision. This episode promises to shed light on the monumental investment of over £100 million in the Allenturing Institute and what it means for the future of our workforce. Join us fo…

1
Unlocking the Power of Prompts: Enhancing CX QA with Proven Strategies 32:03

2M ago32:03

32:03

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 and science of crafting …

1
Automated Analytics Podcast: Cutting Recruitment Costs by 71% 10:01

2M ago10:01

10:01

Unlock the secrets to a smarter hiring strategy as we sit down with Kristina Gansser from Fourth, the trailblazer in hospitality software solutions. Experience the insider's view on how the world of Automated Analytics is supercharging the applicant tracking game. Discover Kristina's firsthand insights on the challenges and victories in cultivating…

1
Creating an AI Roadmap for Your Contact Center from the Ground Up! 46:40

2M ago46:40

46:40

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, and how to initiate AI …

1
2024 CX, AI, and Contact Center Predictions 29:33

3M ago29:33

29:33

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 like 2024 to become. If you…

1
Automated Analytics Podcast: Decoding Artificial Intelligence 34:59

3M ago34:59

34:59

By Automated Analytics

1
Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers 16:19

4M ago16:19

16:19

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 & 𝗥𝗢𝗜: Which technologi…

1
AI Tools in CX: The Truth about ROI 23:15

4M ago23:15

23:15

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, and auto quality assurance…

1
Navigating the Technology Maze for Small Contact Centers: A Practical Guide 24:59

4M ago24:59

24:59

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 choices. Key Points Discusse…

1
Contact Center Management, Hiring, Ratios and More- Effective Contact Center Management 20:40

5M ago20:40

20:40

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 for anyone looking to e…

1
Best CcaaS Providers 2023-2024! 23:10

5M ago23:10

23:10

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 controversial and why opinions vary …

1
The AI Transformation: A New Era for Business Process Outsourcing 36:27

5M ago36:27

36:27

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 campus and exploring the…

1
Linkedin AMA Episode: Implementing AI into Your Contact Center Wisely- What To Do First 47:31

5M ago47:31

47:31

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 various tools that can signi…

1
"The Room Where it Happened" Special Episode!- Navigating the Future of Customer Service 41:39

6M ago41:39

41:39

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 our most compelling podcas…

1
Rethinking Contact Center Outsourcing (BPO) in the Age of AI 32:29

6M ago32:29

32:29

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 outsourcer" to embracing …

1
A Deep Dive into the World of AI & Human Interaction with Deepdesk CEO Robbert Dijkstra 37:55

6M ago37:55

37:55

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. Grasp the crucial role o…

1
The Power Merge: Analyzing Nice's Game-Changing Purchase of LiveVox 5:51

7M ago5:51

5:51

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 front-runner for inbound Cc…

1
Evolution of Contact Centers: Modern Strategies for Managing PR and Recall Crises 24:29

7M ago24:29

24:29

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. With our guidance, you…

1
10 ChatGPT Prompts to Fully Automate Your Contact Center QA 37:46

7M ago37:46

37:46

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 form from a client. Ever w…

1
Under 50 Seats and Using Spreadsheets for QA- MUST LISTEN 3:07

8M ago3:07

3:07

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 this quick but informativ…

1
Best ChatGPT Prompts to Improve Your Contact Center! 22:52

8M ago22:52

22:52

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 performance metrics and unders…

1
QA/AI Showdown: Chris Mounce from Evaluagent & Tom Laird Unmask AI's Reality in QA 48:25

8M ago48:25

48:25

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 quality in AI-powered QA,…

1
CX Rockstar and Influencer James Dodkins Joins ACG for an LIVE AMA! 55:18

9M ago55:18

55:18

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 "Advice from a Call Center …

1
How to Automate Your Contact Center QA with Ai! 28:18

9M ago28:18

28:18

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, sharing our experiments wit…

1
Transforming Your Contact Center: Effective Strategies for Cultural Change 21:40

9M ago21:40

21:40

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 insights from my own journ…

1
The Evolution of AI in Reshaping the Contact Center Tools of Today 21:01

9M ago21:01

21:01

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, as we delve into these …

1
Decoding the Call Center Menu: A Tasty Guide to Metrics and KPIs- Must Listen for all New Contact Center Managers! 25:04

10M ago25:04

25:04

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 an easy-to-digest format,…

1
Elevating Call Center Performance: Top Coaching Methods and Techniques for Agent Success 24:18

10M ago24:18

24:18

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 control of their calls and e…

1
Ask Me Anything (AMA) LinkedIn Audio Event: Analytics, Interactive Voice Response (IVR) Routing, Best Practices, and Transitioning to the Cloud 27:24

10M ago27:24

27:24

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 best practices for rout…

1
NICE Interaction 2023 Talk- 10 Ways to Disrupt your Contact Center using Technology and Tactics 32:23

10M ago32:23

32:23

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 intelligence to keep your service l…

1
Eusebius McKaiser's last podcast on TimesLIVE: Is there a viable alternative to the ANC? 15:06

11M ago15:06

15:06

Our beloved contributor Eusebius McKaiser passed away suddenly on Tuesday. News of his death broke just hours after TimesLIVE published one of his popular politics podcasts. Never would we have guessed it would be his last. Listen to it below. A TimesLIVE reader responded to a social media comment from political analyst Eusebius McKaiser by express…

1
Gayton McKenzie has the same race politics as Helen Zille and John Steenhuisen 14:16

11M ago14:16

14:16

In this episode of ‘Eusebius on TimesLIVE’, the host examines views about race that Patriotic Alliance leader Gayton McKenzie articulated in a recent interview. McKaiser explains in detail why he agrees with McKenzie that a political party based on narrow racialised politics, targeting only coloured people, is not politically savvy. But McKaiser th…

1
10 Tips to Disrupt Your Contact Center With Technology and Tactics 34:48

11M ago34:48

34:48

Hubie Brown is a renowned basketball coach known for his impactful strategies and insight. When I attended one of his clinics, the title was "Cool Things I Want to Talk About to Help You With Your Teams." It featured 10 random, yet valuable, pieces of advice to improve a team's performance. As I prepare my live talks for this spring and summer, I'v…

1
Veteran social justice activist shares insights on new political players 40:51

12M ago40:51

40:51

Eusebius McKaiser hosted well-known human rights and social justice activist, Mark Heywood, on his TimesLIVE podcast. They were in conversation about how new political players, especially those who will be contesting the 2024 general elections, could maximise their chances of making a real and positive democratic difference. Heywood and McKaiser st…

1
South African foreign policy inconsistent and incoherent 15:49

12M ago15:49

15:49

In this edition of Eusebius on TimesLIVE, the podcast host briefly frames the legal and political issues related to the ongoing controversy around the possible visit of Russian President Vladimir Putin to South Africa later this year. While acknowledging that law and politics are intertwined in this matter, McKaiser tries to separate the nexus lega…

1
Thoughts and Take Aways from the Call and Contact Center Expo: What is Real as it Relates to AI? 26:30

12M ago26:30

26:30

Join us in this episode as we reflect on our learnings from the Call and Contact Center Expo. We delve into the realities of AI in the contact center industry, discussing key trends, innovations, and insights from my conversations with industry leaders and companies. We explore what's genuinely feasible with AI, the challenges in adoption, and why …

1
Freedom Day but not yet economic uhuru 15:24

12M ago15:24

15:24

Matshidiso Lencoasa is a budget researcher at Section 27, a well-known South African public interest law centre. With multiple degrees in accounting sciences, international development and education, she brings a uniquely important set of skills to the work of Section 27. She focuses on how best budget interventions, at all levels of government, ma…

1
Political criticism of ICC won't hold legal water if Putin visits South Africa: expert 27:44

12M ago27:44

27:44

Respected former Wits university legal academic Dr James Grant joined Eusebius McKaiser on his TimesLIVE podcast to focus on whether it is compulsory for the government to arrest Russian president Vladimir Putin should he come to South Africa. Grant argued that while there are legal complexities, besides the obvious geopolitical debates on the issu…

1
A conversation with Mbali Ntuli about how to repair our flawed democracy 30:16

12M ago30:16

30:16

Ground Work Collective is a new initiative started by former DA politician Mbali Ntuli. She joined TimesLIVE contributor and analyst Eusebius McKaiser, on his TimesLIVE podcast, to explain the motivation behind this non-profit company, and how it will achieve its goals. Ntuli shared with McKaiser data that demonstrates a slow decline in both the sh…

1
Elevating Contact Center QA with EvaluAgent: Effective Scorecards & Expert Coaching Insights featuring QA Pro Chris Mounce 48:45

1y ago48:45

48:45

In this episode of Advice from a Call Center Geek, we dive deep into the world of contact center quality assurance with QA expert, Chris Mounce from EvaluAgent. Together, we explore the crucial do's and don'ts of designing effective contact center scorecards, offering valuable insights on the development of comprehensive and meaningful metrics that…

1
Five insights from the Thabo Bester story we must hold on to 30:20

1y ago30:20

30:20

In this edition of Eusebius on TimesLIVE, five insights gained from the story of convicted rapist and murderer, Thabo Bester, and his alleged accomplice Dr Nandipha Magudumana, who faces several criminal charges of her own, are highlighted and explored. The podcast host, Eusebius McKaiser, starts off by explaining 'unearned privilege' before applyi…

1
Unlocking Social Media Success: Tips for B2B Sales & Personal Branding in Business and in the Contact Center World 26:31

1y ago26:31

26:31

In this episode of Advice from a Call Center Geek, I share my insights and experiences on harnessing the power of TikTok and other social media platforms to boost B2B sales and personal branding within the call center and contact center industry. Drawing from my personal journey and learnings, I discuss proven strategies, valuable tips, and real-li…

1
Deconstructing the "Wow" Experience: Redefining Excellence in Contact Centers 38:17

1y ago38:17

38:17

Unravel the mystery behind the "wow" factor in contact center customer service in our Advice from a Call Center Geek Episode, " Deconstructing the "Wow" Experience: Defining Excellence in Contact Centers." We'll discuss the pitfalls of "false hustle" and the significance of authentic communication, empathy, and active listening in building strong c…

1
Phalatse's speech was analytical but Steenhuisen emerged the better the better politician 30:38

1y ago30:38

30:38

This afternoon, the two candidates for federal leader of the Democratic Alliance, John Steenhuisen, the incumbent, and his challenger Mpho Phalatse delivered their final leadership contest speeches at the party's congress currently underway. TimesLIVE contributor and analyst, Eusebius McKaiser, watched the two speeches closely and, drawing on his e…

1
XILUVA: Will Bongani Baloyi's new political party bloom before 2024? 51:30

1y ago51:30

51:30

Former ActionSA Gauteng leader Bongani Baloyi has started a new political party, Xiluva, meaning flower in Xitsonga. In this case, it refers to the protea, which is seen on the party's logo and was chosen, according to Baloyi, because of the flower's resilience. He granted Eusebius on TimesLIVE an interview on what led to the party's formation and …

1
Beyond Chatbots: Unlocking ChatGPT's Power in Contact Centers 21:07

1y ago21:07

21:07

In this thought-provoking podcast episode, we venture beyond the traditional perception of AI and ChatGPT as mere chatbot tools, revealing their true potential to revolutionize the contact center industry in numerous ways. Discover 10 unique applications of ChatGPT that go far beyond customer interactions, touching on advanced training and onboardi…

Podcasts Worth a Listen

Speech Analytics Podcasts

Podcasts Worth a Listen

Quick Reference Guide