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Advice from a Call Center Geek is a weekly podcast with a focus on all things call center and contact center. Tom Laird, CEO of 600+ seat award-winning BPO, Expivia Interaction Marketing and Ai auto QA startup OttoQa, ICMI Top 25 Contact Center thought leader discusses topics such as call center operations, hiring, culture, technology, and training while having fun doing it!
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UX Research Geeks is unsurprisingly a podcast all about User Experience, Design, Research, and everything that goes along with it. It is hosted by a senior UX researcher and overall a badass human Tina Liฤkovรก, brought to you by UXtweak (www.uxtweak.com), an all-in-one UX research tool. Join us in geeking out over research with senior researchers, designers, speakers, CEOs, startup founders, and many many more. See what's Tina โ€“ UX Reasearch Geeks host up to: https://www.linkedin.com/in/lick ...
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Nerd For A Living explores the lives and careers of people working in pop-culture and genre entertainment industries, like Comics, Video Games, Animation, Publishing, Film, and Television. The bi-weekly episodes feature interviews with working professionals in nerdy career fields, plus N4AL speaker panels recorded live at major comic conventions across the US. Hosted by Adron Buske, with co-host Wendy Buske.
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Things Have Changed

Things Have Changed

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Hey, we're Things Have Changed. We unpack stories about technology and the ever-changing digital economy. Specifically, the things that will matter in the coming years, and the things that have evolved from the past.
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Hear the inside stories of the "geeks who lead at scale" - Directors, VPs and CTOs running software engineering orgs at larger companies with 100+ engineers, and interviews with domain experts who can help those leaders to manage their engineering orgs more effectively. I'm your host - Peter Bell, I've been helping senior engineering leaders to connect with and learn from their peers since 2010! This podcast is designed for engineering leaders who want to learn the latest good practices from ...
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Compose

Tim McNamara (timClicks)

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Compose is an interview podcast for software developers using the Rust programming language to build a better planet. Software's impact on our society is increasing every day. Let's pull things apart so we can learn how to put things back together. Interview guests are typically the maintainers of open source projects, startup founders, leaders within the technology industry, and the occasional critic. Each episode aims to teach something new and provoke thoughts that'll last until the next ...
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Practise English as a second language and become a computer geek with students from ITT Molinari in Milan. Each show is produced by a different team of experts on a variety of technological topics. Join us on IT Reporters!
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Greed Geek

Jason Byrne

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This podcast is catered to the average investor or entrepreneur. In an interview-style format, we bring in experienced guests to help break down concepts in a digestible and de-jargoned conversation. We dive into topics such as investing in stocks, bonds, options, cryptocurrency, and other asset classes. We bring on business leaders to bring insight into various up-and-coming industries. Other weeks, we may discuss how to launch a business, be successful in managing a business, and even some ...
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We start by creating an awesome looking website that will become your virtual headquarters on the web. Then we work with you to produce content and engineer inbound marking systems that attract more prospects, generate more leads and close more sales than a website build by anyone else! We donโ€™t take chances with your money or design pretty brochure-ware websites. Everything we do follows a structured and proven methodology that delivers real measurable results built on rock solid and scalab ...
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A nonprofit based in Denton Texas, we support the tech / startup community through workshops & meetups to grow the community and density in creative / tech talent. We interview local tech leaders in Denton to help tell the story of our creative culture and amazing tech talent here in North Texas. Support this podcast: https://podcasters.spotify.com/pod/show/techmilldenton/support
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"Sizzling Hot Business Advice Guaranteed To Make You Fat...PROFITS!" How do you know if this show is right for you? You own a business or you're in charge of growing it. You're a startup or looking for an exit and improving your profits is priority #1. You love hot new ideas, proven marketing campaigns, expert advice and out of the box thinking almost as much as you love a plate of hot bacon. Brad Costanzo, entrepreneur, business owner, digital marketing consultant, bacon-lover and business ...
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Before We Die

Ariel Nachman & Joey Brenneman

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Before We Die follows the stories of the brave, audacious, and stubbornly persistent problem-solving gizmologists from the Med-Tech world. Join us as top doctors, scientists, bio-designers, and entrepreneurs share their stories of unimaginable successes and heartbreaking failures as they strive to bring their life-saving technology and diagnostic innovations to the patients who need them the most. The Med-Tech industry is booming, but the obstacles and delays are an endless challenge. Can he ...
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Send us a text In this episode of Things Have Changed Podcast, we sit down with Sรฉlim Benayat, co-founder of Bento and now Director of Product at Linktree, to explore the shifting landscape of the creator economy and how Bento is helping creators showcase their work in a whole new way. Sรฉlim shares the story behind Bentoโ€™s creation, their journey tโ€ฆ
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Send us a text Join me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive. In this episode, Iโ€™ll be sharing insights on how to break the cycle of false hustle and transfโ€ฆ
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Zsuzsa Kovรกcs talks about the problems with using surveys in UX research and why she prefers interviews. She explains how surveys can be biased and miss important details. ๐Ÿ”Ž Do you want to know more? Check out this episode at: https://www.uxtweak.com/podcast/zsuzsa-kovacs-surveys Episode highlights 00:01:45 โ€“ Zsuzsaโ€™s Background in UX 00:05:56 โ€“ Prโ€ฆ
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Dr Caroline Morton has created software that exposes trainee doctors to the cognitive overload of the emergency room. Learn about the technical challenges and why her team turned to the Rust programming language. The episode touches on her personal story. Sheโ€™s been writing software for 9 years, including 4 years full time, and is still [โ€ฆ]โ€ฆ
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Matt shares his perspective on personas and why he favors behavioral archetypes. He discusses the strengths and pitfalls of personas, the role of behavioral science in UX research, and alternative methods for building empathy beyond traditional research. ๐Ÿ”Ž Do you want to know more? Check out this episode at: https://www.uxtweak.com/podcast/matt-walโ€ฆ
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Zeeshan Ali Khan is the maintainer of the zbus crate, a pure Rust implementation of the D-Bus protocol. Zeeshan has been around Linux and embedded/mobile Linux for a long time โ€“ even moving to Finland to work for Nokia before the company moved to Windows Phone. The interview starts with creation of zbusโ€”a pure Rust [โ€ฆ]โ€ฆ
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Send us a text 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 covers: The โ€ฆ
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Pamela Escobar and Tina explore cultural perceptions and financial psychology, analyzing how these elements influence attitudes towards money and life choices. With Pamela's expertise and Tina's questions, they provide a detailed examination of how culture, economics, and personal behavior intersect. ๐Ÿ”Ž Do you want to know more? Check out this episoโ€ฆ
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Charlie Marsh is the founder of Astral, the company behind Pythonโ€™s fastest code formatter: ruff. Astral is also the home of the open source uv and rye projects, which make installing Python packages much faster than they have been with pip. In the interview, Charlie discusses many things, including his own career, building an open [โ€ฆ]โ€ฆ
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Send us a text Have you ever stumbled upon an article or a piece of content online and wondered, "Did someone actually write this, or is it the work of ChatGPT?" In todayโ€™s world, where content is produced at an incredible pace, it's becoming increasingly difficult to tell the difference.. and thatโ€™s a problem in the age of misinformation. Think abโ€ฆ
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Send us a text 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, we exploreโ€ฆ
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Summary The episode explores Robโ€˜s views on open source maintenance, along with many interesting side quests relating to modern software development. We start the discussion by talking about Robโ€™s journey to becoming a maintainer of Actix Web, a web framework written in Rust. This moves into a discussion about the projectโ€™s adoption by companies liโ€ฆ
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Tina interviews Vitaly, a UX Leader, speaker, and co-founder of Smashing Magazine. Vitaly will host a full-day workshop on designing complex UIs on September 18th, the warm-up day for uxcon vienna 2024, followed by a talk on measuring UX and design impact on September 19th. Their discussion covers aspects of user experience, choosing the right desiโ€ฆ
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Send us a text 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. Donโ€™t let the titlโ€ฆ
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Feyikemi, a senior user researcher and strategist, joins host Tina to discuss her upcoming talk at uxcon vienna titled "Co creation, the power of collaborative research among niche user groups." Feyikemi shares her journey from architecture to user research, discussing how she connects with specialized user groups through empathy and collaboration.โ€ฆ
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Send us a text Revolutionizing Battery Recycling: The Future of Sustainable Energy Management As the world embraces the electric vehicle (EV) revolution, with 1.3 million EVs sold in 2023 aloneโ€”a 40% increase from the previous yearโ€”the issue of battery disposal and recycling is becoming increasingly critical. The demand for lithium-ion batteries, eโ€ฆ
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Send us a text 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 innovate inโ€ฆ
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Katy Mogal, an expert in design and research, joins Tina to discuss her upcoming talk at uxcon vienna 2024. Scheduled for September 20, Katy, alongside her colleague Markos Grohmann, will explore the theme "Designing for Connection in a World of AI: Love-Bots, Googly-Eyed Roombas, and the UX Quandary of Anthropomorphic Products." They delve into thโ€ฆ
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Send us a text The Power of PR: Navigating Todayโ€™s Media Landscape with Sneha Saigal In our hyper-connected world, the stakes for corporate reputation are incredibly high. Remember Cristiano Ronaldo's simple gesture that caused a $5 billion drop in Coca-Cola's market value? Or the backlash against Pepsi's Kendall Jenner ad? These moments remind us โ€ฆ
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Send us a text What if you could transform your call centerโ€™s efficiency and agent performance overnight? This episode guarantees youโ€™ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. Weโ€™ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance, ensuringโ€ฆ
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Meet Indi Young, a renowned UX expert, as she joins host Tina Liฤkovรก to share details about her upcoming full-day workshop on "Listening Deeply." Indi will discuss her workshop's focus on deep listening and understanding user cognition, offering practical techniques to uncover users' underlying thoughts and emotions through non-directed interviewsโ€ฆ
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Send us a text Bringing Coding to the Masses with AI. Can programming become accessible to all? This week on Things Have Changed podcast we have Filip C. Kozera (CEO) and Robert Chandler (CTO) from Wordware AI, a startup that's simplifying app creation and making it more user-friendly for both experienced programmers and complete beginners! AI is tโ€ฆ
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Send us a text 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 refining qโ€ฆ
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Meet Konstantin, a psychologist and freelance user researcher, discussing his insights at the UXR Meetup by UXtweak with host Tina Liฤkovรก. He explores overcoming UX research challenges in companies, breaking down communication barriers, and the vital role of user researchers in aligning departments and achieving business objectives. This conversatโ€ฆ
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Send us a text 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 practicalโ€ฆ
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Send us a text 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. Weโ€™ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insights aboutโ€ฆ
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Send us a text When ChatGPT was launched in December 2022, few could have predicted the rapid transformation the world would undergo in the following months. It emerged as the fastest-growing consumer technology in history, catching many by surprise. In the year since its launch, ChatGPT has revolutionized nearly every aspect of the tech industry. โ€ฆ
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Send us a text 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 hโ€ฆ
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Tina talks with Aiden, a research leader and digital strategy consultant. They discuss the combined power of grounded theory and continuous discovery in UX research. Aiden shares their experiences and perspectives on how these methodologies enrich the understanding of user needs, driving innovation in user-centric design while exploring the interplโ€ฆ
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Send us a text Tech companies today are building bigger and bigger campuses. Think about Google's sprawling complex in Mountain View, Facebook's expansive headquarters in Menlo Park, and Amazon's new HQ2 in Arlington, VA. These are not just workplaces; they are mini-cities, pulsating with thousands of employees every day. Just trying to get around โ€ฆ
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Send us a text Picture this: You're kicking back, watching one of those jaw-dropping SpaceX rockets launch into the cosmos, carrying astronauts or top-secret cargo to the space station. Yeah, that's the same SpaceX we're talking about today on Things Have Changed. They've been lighting up the skies and our feeds with a whopping 96 launches last yeaโ€ฆ
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In this episode, Tina talks with Suj, who teaches UX design to kids. Suj combines design and empathy to inspire new thinking. We'll explore Suj's journey, his work's impact, and its significance. The discussion also highlights the connection between design and spirituality. ๐Ÿ”Ž Do you want to know more? Check out this episode at: https://www.uxtweak.โ€ฆ
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In this episode, Tina Liฤkovรก talks with Dr. Breanna Gentile about integrating psychological principles into UX design, focusing on trauma-informed practices. They explore how understanding users' emotional and psychological backgrounds can inform better design decisions. Dr. Gentile emphasizes cultural sensitivity, the blend of qualitative and quaโ€ฆ
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Send us a text 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 scienโ€ฆ
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In this special episode, Tina discusses the UXinsight festival with its organizers, Karin den Bouwmeester and Debbie Slijpen. They share insights into the conference's development, highlight the significance of post-talk discussions, and explore the challenges of fostering online connections. The theme, "Stay Curious, Be Bold," is discussed in the โ€ฆ
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Send us a text 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 โ€ฆ
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Send us a text We've all been there: mid-conversation or deep into a work session, only for our digital lifeline to suddenly drop, leaving us stranded in a sea of silence. It's these moments of unexpected disconnection that highlight a pervasive gap in our modern, connected lives. Well, Today on Things Have Changed Podcast, we're joined by Damien Gโ€ฆ
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Send us a text Ever wondered how startups grow by buying other companies? Today on Things Have Changed, we're delighted to host returning guest, Dylan Terrill, Chief Business Officer of Asaak, as he discusses his company's remarkable expansion, now spanning two continents. Asaak, founded in 2016, is a fintech company offering loans for motorcycles โ€ฆ
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Send us a text 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 toโ€ฆ
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Send us a text Palmer Luckey, once synonymous with the virtual reality revolution through the Oculus Rift, catapulted into tech stardom when Facebook acquired Oculus for an astonishing $2 billion. This pivotal moment not only validated VR's potential as the next major computing platform but also marked a turning point in Luckey's career. His journeโ€ฆ
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In this episode, Tina talks with Yao about using AI in UX research, focusing on the Research Co-pilot tool. They explore its role in speeding up research and the necessity of human oversight. The conversation also touches on AI's benefits for both new and experienced researchers, its future in the field, and how it integrates with the tools of UX pโ€ฆ
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Send us a text In the past two decades, technology has dramatically reshaped numerous industries, from newspapers to travel agencies. Once thriving sectors have been disrupted, evidenced by the decline of traditional newspapers, which lost $6 billion in ad revenue to Craigslist alone between 2000 and 2006. Similarly, the rise of platforms like Doorโ€ฆ
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Send us a text E-bike sales outpaced EVs and hybrid cars in both 2021 and 2022. In fact, research shows that by 2030, E-Bike sales are expected to 3x, outpacing even the rapid growth of passenger cars! There is a Bike Revolution taking place across the world and it is not only reshaping personal commuting but also freight and last-mile delivery serโ€ฆ
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What does it take to build a billion-dollar company? If youโ€™re like most people, you probably assume it requires raising venture capital, building some sort of SAAS product, and scaling it to millions of users. The last thing youโ€™d probably think of us is maxing out your credit cards to start a manufacturing company that produces supplements stockiโ€ฆ
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With another year in the books and another one head, have you thought long and hard about what youโ€™re hoping to accomplish in the next twelve months? Either way, todayโ€™s episode is for you. Order my book, โ€œBlack Veteran Entrepreneurโ€ here: https://amzn.to/3gme7kg Learn More about Bunker Labs by visiting: www.BunkerLabs.orgโ€ฆ
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In this episode of the Transition, I catch up with Navy Veteran Lee Mills, Founder & CEO of Pixly, a visual documentation & collaboration platform for Construction, Insurance, Facilities and Field Service Professionals. In 2022, Lee won the Veteran Funds 100k Pitch Competition at the Military Influencer Conference. Since then, Lee and I frequently โ€ฆ
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Send us a text 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." ๐Ÿ” Key Highlights: ๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฐ/๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฑ ๐—ข๐˜‚๐˜๐—น๐—ผ๐—ผ๐—ธ: What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await! ๐—ง๐—ฒ๐—ฐ๐—ต๐—ป๐—ผ๐—น๐—ผ๐—ด๐˜† & ๐—ฅ๐—ข๐—œ: Wโ€ฆ
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Tina talks with Daniel Pidcock and Larissa Schwedersky from Glean.ly, exploring Atomic UX Research and its effective use of varied data for strong research outcomes. Larissa also covers the positives of non-linear research, and together they demonstrate how atomic UX research can flexibly support organizations, aiming to boost both user experience โ€ฆ
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Send us a text 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 quโ€ฆ
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In this episode of the Transition, I sit down with Patrick Mate, Army Veteran and Founder of Patriot Jean Company, An Arizona-based American-made apparel company that produces 100% grown, sewn, and built Jeans. Manufacturing is a hard business, but thatโ€™s not stopping him. Although heโ€™s still in the startup phase, Patricks invested over six-figuresโ€ฆ
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