AI is transforming call centers by automating routine tasks, allowing agents to focus on deeper, human connections. The key to success is balancing innovation with the irreplaceable value of human touchpoints. In our most recent podcast episode of the Next Gen Call Center, we interview Asli Uysal, VP of Enterprise Transformational Accounts at Avaya. Avaya is a global leader in customer experience solutions, delivering contact center and unified communications platforms trusted by over 90% of For...
Oct 16, 2024•47 min•Ep. 9
Artificial intelligence (AI) is revolutionizing the call center industry—but is it truly driving transformation, or is it just another buzzword? As with most advancements, the reality is more nuanced. In this episode of The Next Gen Call Center , we talk with Ram Sundaram, Director of AI Development at Genesys. Leading a team that develops AI solutions for enterprises handling millions of customer interactions, Ram has over a decade of hands-on experience in the world of conversational AI. His j...
Sep 04, 2024•52 min•Ep. 8
Imagine a world where call center agents can effortlessly understand customers with thick accents, and background noise becomes a thing of the past. This future is closer than you think, thanks to advancements in Artificial Intelligence (AI) and specifically, audio-based Large Language Models (LLMs). AI and audio-based LLMs are poised to revolutionize the call center landscape for enterprises and BPOs. In a recent interview, we had the privilege of discussing these groundbreaking concepts with J...
Aug 01, 2024•33 min•Ep. 7
Call centers are the backbone of many customer service operations. But let's be honest, keeping your team happy and productive can feel like an uphill battle. High turnover, low morale, and frustrated customers - sound familiar? In episode we interview Dave D'Arcy, Managing Director of Laughing Leadership, who has over 30+ years designing and managing call centers for companies like Sky, Vodafone, Vonage, and RingCentral. We delve into the secrets of building a high-performing call center team ....
Jul 22, 2024•42 min•Ep. 6
Did you know that 78% of customers say a positive experience with a call center agent can increase their loyalty to a brand? But with rising call volumes and complex customer needs, it’s getting tougher for agents to deliver exceptional service. This begs the question – can technology, specifically AI, become the secret weapon for boosting agent experience and customer satisfaction? In a recent interview, we discussed these topics and more with Nerys Corfield, Director of Injection Consulting Li...
Jun 28, 2024•39 min•Ep. 5
Call centers are experiencing an unprecedented revolution catalyzed by AI. With a vast array of solutions like call transcription, voice generation, agent assist tools, and even virtual agents, crafting a strategic and practical approach is crucial for success. In this episode, we interview Ping Wu, the CEO of Cresta, one of the leading AI unicorns (valued at $1.6 billion) in the call center space. Prior to Cresta, Ping was a Senior Director of Engineering at Google, where he helped pioneer seve...
Jun 28, 2024•46 min•Ep. 4
The call center industry is undergoing a major transformation driven by Artificial Intelligence (AI). But is AI a magic bullet for cutting costs? In a recent video, we dive into these questions with Mark McKercher, CEO of CX by Us, which is an advisory company focused on call centers. Formerly Mark has held leadership positions at Roku, Samsung, Google, and Amazon. Here are some takeaways AI is on the rise, but temper expectations on cost savings. McKercher advises against overpromising immediat...
Jun 28, 2024•29 min•Ep. 3
The BPO call center industry is undergoing a major transformation due to AI. AI can automate tasks, improve agent productivity, and enhance customer satisfaction. BPOs that embrace AI will be well-positioned to thrive in the future. Are traditional BPO call centers a thing of the past? In a recent episode, we had the pleasure of interviewing Jim Radzicki, President of GMI, a global outsourcing company, former CIO of the Valor Global, a BPO focused on the Telcos, Healthcare, and Tech sectors, and...
Jun 28, 2024•44 min•Ep. 2
In today’s competitive business landscape, Business Process Outsourcers (BPO) running offshore call centers are under increasing pressure to deliver exceptional customer service while keeping costs under control. The good news? Artificial Intelligence (AI) is rapidly transforming the call center landscape, offering a powerful solution to these challenges. But with a variety of AI solutions available, how should BPOs prioritize their investments? We recently interviewed Ofer Ronen, the Founder an...
Jun 28, 2024•36 min•Ep. 1
