Podcast terbaik Outsourcing (2024)

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Episode 47: Custom Taxonomies and Intent Labeling in Customer Support -- with HumanFirst CEO, Gregory Whiteside 28:58

1M ago28:58

28:58

In this episode, host John Walter and HumanFirst CEO, Gregory Whiteside discuss the following topics: Evolution of Customer Support Technologies: Gregory Whiteside discusses the transformation in customer support through the integration of AI and large language models. Agent Augmentation and Live Chat Platforms: The podcast delves into how HumanFir…

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Episode 46: Conversational design in the age of large language models - with Braden Ream, CEO of Voiceflow 30:17

3M ago30:17

30:17

In this episode, host John Walter talks with Braden Ream, the co-founder and CEO of Voiceflow. They delve into the evolution of conversation design with the advent of large language models. Braden shares insights into the shift from traditional methods to AI-driven approaches and discusses how Voiceflow is pioneering in this space. The discussion a…

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Our Best Practices for Outsourcing (First Edition) 12:27

3M ago12:27

12:27

Our Best Practices for Outsourcing (First Edition)Oleh Karla Singson

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The Lowdown: What It's Like Working with Filipinos on a Remote work Culture 35:04

3M ago35:04

35:04

The Lowdown: What It's Like Working with Filipinos on a Remote work CultureOleh Karla Singson

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What Makes us Different at Proximity Outsourcing 12:13

3M ago12:13

12:13

What Makes us Different at Proximity OutsourcingOleh Karla Singson

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5 Roles You can Outsource for Revenue Optimization 19:10

3M ago19:10

19:10

5 Roles You can Outsource for Revenue OptimizationOleh Karla Singson

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How we Work at Proximity Outsourcing 11:31

3M ago11:31

11:31

How we Work at Proximity OutsourcingOleh Karla Singson

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Episode 45: Decoding Customer Loyalty, with Amitayu Basu co-founder and CEO of NUMR 41:04

4M ago41:04

41:04

In this episode of the CX, AI, and Outsourcing podcast, host John Walter talks with Amitayu Basu, co-founder and CEO of NUMR. The discussion delves into measuring customer loyalty in the era of big data and AI. Amitayu shares insights on customer emotions' impact on loyalty, the significance of the Net Promoter System, and NUMR's role in advancing …

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Episode 44: Updates on the Use of AI in Customer Support -- Second Conversation with Chris Crosby 44:48

5M ago44:48

44:48

In this episode of the CX, AI, and Outsourcing Podcast, host John Walter welcomes Chris Crosby for his second appearance on the show. Chris shares his extensive experience and observations on the rapid evolution of AI technologies like ChatGPT, highlighting their transformative impact on customer support. He offers valuable insights from OpenAI's D…

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Episode 43: Employee Experience in Contact Centers with Juanita Coley 27:49

5M ago27:49

27:49

In this episode of the CX AI and Outsourcing Podcast, host John Walter engages with Juanita Coley, a renowned figure in workforce management. Juanita, known for her deep understanding of employee experience, shares her journey from a call center agent to a consultant at Solid Rock Consulting. The discussion delves into the intricacies of employee e…

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Episode 42: Using AI in voice customer support, with PolyAI co-founder and CEO Nikola Mrkšić 31:47

5M ago31:47

31:47

In this episode we delve into the world of conversational AI with Nikola Merckseck, co-founder and CEO of PolyAI. With a rich background in machine learning and natural language processing, including a stint at Apple, Nikola brings unique insights into the evolving landscape of customer support technology. Listen as we explore the challenges, innov…

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Episode 41: OpenAI's DevDay and what it means for customer support. 37:28

5M ago37:28

37:28

Join us for this episode of CX, AI, and Outsourcing, where we sit down with Chris Hand, CTO of Mark II Ventures, to evaluate the seismic shifts in AI following OpenAI's Dev Day keynote. We discuss AI's burgeoning role in SaaS and customer support, the evolution of software development, and strategic business insights for budding entrepreneurs. To l…

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31. REPOST: Building high performance software dev teams with Fred of Arcanys (w/ Dean Denny) 1:09:46

5M ago1:09:46

1:09:46

In this episode, a dear friend and colleague, Dean Denny, gave me the chance to share the origin story of Arcanys, how my own experiences played a role in shaping our culture, particularly our holistic wellness initiatives, and how it ultimately led to the addition of the Arcanys CrossFit Gym. This episode was first published on the Open Source Gro…

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Episode 40: Remote, AI-Driven, and Agile. ShyftOff's Approach to Customer Support. 39:22

6M ago39:22

39:22

Dive into the innovative world of gig CX with Nate Nammour from ShyftOff in this episode of the CX AI and Outsourcing podcast. Host John Walter explores the approach of ShyftOff uses for customer support, distinguishing it from traditional BPO services. Uncover how their unique model leverages a remote workforce, the utilization of AI for recruitin…

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Episode 39: You need to know about the Illinois Biometric Information Privacy Act (BIPA) 17:29

6M ago17:29

17:29

BIPA is the currently the most important topic in customer support. It's a pitfall for all companies that are running customer voices through AI systems. In short, this legislation imposes a penalty every time a person's voiceprint is captured without written consent. The penalty is $1,000 for every negligent violation, and $5,000 for every reckles…

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Episode 38: A conversation with Rob Dwyer about Happitu's technology 32:29

6M ago32:29

32:29

This episode is a conversation with Rob Dwyer. He’s the vice president of customer engagement at Happitu. And host of the Next in Queue podcast. Happitu is a speech analytics and scripting platform. It analyzes 100% of your interactions and highlights what your customers experience. To connect with the guest, Rob, here's his LinkedIn page: https://…

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Episode 37: A conversation with Bradley Metrock 27:35

6M ago27:35

27:35

This episode is a conversation with Bradley Metrock. Bradley is a General Partner at Project Voice Capital Partners, a venture capital firm focused on the conversational AI industry. He also leads the annual Project Voice Conference and hosts the podcast This Week in Voice. Bradley's LinkedIn Profile: https://www.linkedin.com/in/bradleymetrock/ Pro…

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Episode 36: South Africa as an Outsource Destination + a BPO's perspective of AI, with Clinton Cohen 30:26

7M ago30:26

30:26

This episode is a conversation with Clinton Cohen, CEO of iContact, a BPO in South Africa. We talk about South Africa as announcers destination. And we also share our thoughts on the state of AI in the outsource industry. To learn more about iContact, here's a link to their website: https://www.icontactbpo.com/ To learn more about Clinton Cohen, he…

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Episode 35: How Infinitus Systems brings efficiency to the healthcare industry, with founder Ankit Jain 30:45

7M ago30:45

30:45

Infinitus systems is one of the most important companies to watch in the conversational AI (CAI) space. They're creatively using CAI to efficiently transfer data through our healthcare system. It's particularly interesting how Infinitus has a long-term goal of standardizing the transmission of healthcare data. And how they are using CAI as a steppi…

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Episode 34: The right (and wrong) ways to use AHT as a call center metric, with Irina Mateeva 23:33

7M ago23:33

23:33

This episode is a conversation with the workforce management consultant, Irina Mateeva, regarding average handle time (AHT). We talk about the circumstances when applying AHT as a KPI for agent performance can lead to inferior customer experience. Of course, we also discuss the role of AI in the contact center. Irina regularly provides insightful c…

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Episode 33: Insights on how sales teams are using AI, with Chafik Abdellaoui 27:33

7M ago27:33

27:33

Today's guest is Chafik Abdellaoui, the Workforce Planning Lead at Autodesk. We have a conversation on the use of AI by customer support teams that are primarily engaged in sales. To learn more about Chafik, his LinkedIn profile is here: https://www.linkedin.com/in/chafikabdellaoui/ To learn more about John, his LinkedIn profile is here: https://ww…

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Episode 32: AI's impact on the CX industry and data privacy risks, with Simon Kriss 32:42

8M ago32:42

32:42

In this episode, John Walter has a conversation with Simon Kriss about the impact AI is having on the customer support labor force. They also discuss what they view as the most important topics at the intersection of AI and customer support today. This largely focuses on data privacy in the voice support context and the use of chatbots in digital s…

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Episode 31: The right (and wrong) ways to personalize CX, with Marbue Brown 27:15

8M ago27:15

27:15

Marbue Brown has experience leading CX teams at Chase, Microsoft, and Amazon. He is also the author of the book "Blueprint for Customer Obsession" and produces insightful content about the use of AI in customer experience. In this episode, we have a conversation about using AI to provide customers with a personalized experience. Marbue also talks a…

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Episode 30: Using Immediate to reduce agent attrition, with Matt Pierce 34:38

8M ago34:38

34:38

Immediate reduces agent turnover by allowing employees to access their earned wages. This logical solution provides a financial cushion for employees that would otherwise need to rely on predatory lenders, such as credit cards or payday loans. The reduced financial stress among employees leads to increased productivity and is proven to reduce attri…

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Episode 29: Introduction to biometric data privacy risks in customer support 24:40

8M ago24:40

24:40

This episode is an interview with data privacy lawyer, Benjamin Perry from the international law firm Ogletree Deakins. We have a general discussion about biometric data privacy risk, with particular focus on the Illinois Biometric Data Privacy Act (BIPA). To learn more about or connect with the guest Ben Perry, here is a link to his LinkedIn profi…

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Episode 28: Lessons from NEDA's chatbot failure 21:56

8M ago21:56

21:56

This episode proposes best practices for CX leaders navigating the issue of large language model (LLM) hallucination. It was inspired by (1) conversations with several customer support and AI leaders, and (2) research on the recent failure by the chatbot used by the National Eating Disorders Association (NEDA). To briefly summarize, CX leaders shou…

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Episode 27: Protecting agent well-being - with Jeremy Hyde, Director Of Customer Service at Sun Country Airlines 34:49

9M ago34:49

34:49

Jeremy Hyde is the Director Of Customer Service at Sun Country Airlines. In this episode we talk about providing customer support in the airline industry. We also discuss how to identify the best agents to promote. Finally we discuss how to protect agent well-being when customers are verbally abusive. To follow Jeremy on LinkedIn, here is a link to…

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Episode 26: Live panel discussion - "Overcoming LLM Hallucination" 47:40

9M ago47:40

47:40

The tendency of LLMs (like ChatGPT) to confidently state false information is among the greatest obstacles to using generative AI in customer support. Therefore, the path to delivering high-quality customer support at low cost requires overcoming LLM hallucination. The panelists are: Liz Tsai - MIT Graduate, HiOperator CEO and Founder, created HiQ:…

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Episode 25: How to use CX data to predict customer behavior - with Anthrolytics CEO, Jonathan Hawkins 45:10

9M ago45:10

45:10

The net promoter system (NPS) has been an important method of measuring customer loyalty for the past two decades. But it was developed before the widespread use of big data and artificial intelligence. In this conversation with Jonathan Hawkins, CEO of Anthrolytics, we discuss how they use AI to predict both customer and call center agent behavior…

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30. Cultivating remote-first collaboration across distributed teams (with Jon Darbyshire) 39:01

9M ago39:01

39:01

In this episode of the Smarter Outsourcing Podcast, Fred welcomes Jon Darbyshire, a visionary leader and serial entrepreneur who's made a great impact in the world of business process management. Jon talks about SmartSuite's unconventional software outsourcing journey by cultivating remote-first collaboration across 6 distributed teams. 00:00 Intro…

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Episode 24: Sending hand/robot written notes at scale with SimplyNoted CEO, Rick Elmore 30:22

9M ago30:22

30:22

Never underestimate the power of a handwritten note. While people are bombarded with emails, LinkedIn messages, text messages, and push notifications every day, the average person only receives a few handwritten notes every year. But it's challenging to handwrite notes at scale due to the time it takes to write each one. That's where the robots com…

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Episode 23: Improving WFH contact center operations, with Sameer Maini, CEO of Collaboration Room 28:39

10M ago28:39

28:39

The transition to work from home was sudden and abrupt in 2020. More than three years into the WFH era, it is clear that work from home is here to stay, especially in the contact center industry. Sameer Maini is the CEO of Collaboration Room, which provides technology that allows contact center teams to more effectively collaborate in a work from h…

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Episode 22: A conversation with Cory Pinegar from Reach and TEEM. 27:35

10M ago27:35

27:35

Cory Pinegar purchased Reach In 2016, at the age of 22. Reach is a BPO that specializes in serving dental practices. It has been named one of the fastest-growing companies by Inc. 500 and has been recognized repeatedly by the Salt Lake Tribune as one of the Best Places to Work. In 2021, Cory founded the remote staffing company Teem, which helps sim…

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Episode 21: CX Change Management in the Age of AI, with Mark Slatin 35:00

10M ago35:00

35:00

This episode is a conversation with Mark Slatin. He's the founder of EmpoweredCX, and the host of the Delighted Customer Podcast. We talk about the net promoter score, change management, and artificial intelligence in the customer support industry. To learn more about Mark Slatin, here is a link to his LinkedIn profile: https://www.linkedin.com/in/…

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Episode 20: Free your agents from mundane tasks, with Luminai CEO, Kesava Kirupa Dinakaran 25:11

10M ago25:11

25:11

Luminai has built technology that automates mundane tasks performed by agents. What is most amazing about their technology is that the machine learns to do tasks simply through observing them being performed. This significantly reduces average handle time and allows agents to focus on communicating with customers. Additionally, Luminai's founder is…

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Episode 19: From Twitter Engineer to AI Pioneer -- Observe.AI's CEO, Swapnil Jain 31:24

11M ago31:24

31:24

Join host John Walter for an insightful conversation with Swapnil Jain, CEO of Observe.AI. They dive deep into how artificial intelligence is revolutionizing customer support industry through data-rich insights and predictions. Key takeaways from this episode: Understanding how Observe.AI leverages AI to derive actionable insights from call center …

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Episode 18: Gnani's conversational AI technology 42:10

11M ago42:10

42:10

This episode is a conversation with Sanjay Pai from Gnani. We talk about Gnani's technology for voice authentication, conversational AI, agent assist and how ChatGPT has influenced their business model. We also discuss their approach to collaborating with BPOs. To learn more about Gnani, here is a link to their website: https://www.gnani.ai/ To lea…

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Top 5 Challenges Faced by Accounting Practices 13:03

11M ago13:03

13:03

We have come up with our new 𝐄𝐩𝐢𝐬𝐨𝐝𝐞 𝐧𝐨. 13 of the Initor global UK podcast series '𝐂𝐇𝐑𝐎𝐍𝐈𝐂𝐋𝐄𝐒 𝐎𝐅 𝐎𝐔𝐓𝐒𝐎𝐔𝐑𝐂𝐈𝐍𝐆' after the completion of other well-informed episodes. In this episode of Chronicles of Outsourcing, Our host Krishna Singh speaks with Parth Prajapati – AVP - Customer Experience at Initor Global UK - Concerning on Challenges faced by UK A…

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Episode 17: How to use SKUx to make things right, with Douglas Pursley 54:33

11M ago54:33

54:33

SKUx enables companies to immediately send funds to customers in a manner that is immediate, secure, and controlled. Once the customer’s identify is verified, the customer receives a digital card, which can be saved in Apple Wallet or Google Wallet. This is a helpful tool companies can use to make things right with a customer when things go wrong. …

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Episode 16: How an Experienced BPO Navigates the AI Landscape, with Josh Viel & Tim Hellman from RDI 29:37

11M ago29:37

29:37

This episode is a conversation with Tim Hellman and Josh Viel from RDI, an impressive outsource provider with a long history. We talk about the use of data analytics in their operations. We also explore the current role of conversational AI in customer support and how it is complementary to outsourcing. To learn more about RDI, here is a link to it…

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Payroll and HR Outsourcing for the Banking and Finance Industry 3:56

11M ago3:56

3:56

The year was 2016 when India saw its first transaction through a QR code. Additionally, the recent innovations are the blockchain and NFT. Transaction technology has visibly changed over the years leading to new IT job roles in BFSI industries. Banking HRs are rolling up their sleeves to recruit and train this new wave of Fintech talent. The next m…

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Episode 14: ESPN's Winning Fan Support Strategy, featuring Douglas Kramon 35:36

12M ago35:36

35:36

Dive into the digital huddle with Douglas Kramon, the mastermind behind ESPN's Customer Care and Fan Support initiatives. In this riveting conversation, we're pulling back the curtain on the cutting-edge technology and innovative strategies ESPN uses to tackle customer support on a global scale. Kramon, who's at the helm of ESPN and ESPN+ customer …

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Accounting Firms - Behind the Scenes of Client Relationship 9:37

12M ago9:37

9:37

We have come up with our new podcast with Parth Prajapati - AVP of Customer Experience at Initor Global UK. Here in the conversation with host Krishna Singh, Parth talks about building strong client relationships, ways to maintain strong client relationships & factors that damage relationships with clients. Tune into this informative podcast now! A…

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Future of Payroll outsourcing: Payroll trends in 2023 7:13

12M ago7:13

7:13

Payroll management has come a long way from manually calculating salaries and keeping records to an automated process that is streamlined, efficient and accurate. As technology continues to evolve, the future of payroll outsourcing looks promising with new trends emerging to enhance the process further. In 2023, we can expect to see more businesses…

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Episode 13: Proactively answering customer questions using Acrolinx 29:38

12M ago29:38

29:38

The best customer support interaction is the one that never happens. That is because it is always best for customers to be able to easily and quickly solve problems on their own without ever having to reach out to customer service. That's why I am excited about the work being done at Acrolinx to enable large companies to safely leverage large langu…

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Invest in Outsourcing Payroll Services 8:02

12M ago8:02

8:02

Employing an outside company to handle all payroll-related duties is known as outsourcing payroll services in a business. The main reasons for using payroll management services are to cut costs and free up time when handling payroll-related financial operations. Employing a third party to handle payroll operations frees up a company from having to …

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Episode 12: How Stanley Black & Decker achieves the highest customer satisfaction in the U.S., with Orlando Gadea 33:11

1y ago33:11

33:11

Stanley Black & and Decker received the highest score for customer satisfaction in the Wall Street Journal’s latest Management Top 250 ranking. This episode is about how that was achieved. It's a conversation with the company's Global Vice President of Customer Experience Transformation, Orlando Gadea. We talk about: How to view customer support fr…

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Episode 11: GPT-4 Passes the Bar Exam 16:42

1y ago16:42

16:42

Join host John Walter as he dives deep into the groundbreaking development of GPT-4 passing the entire bar exam. Discover how this revolutionary technology is set to impact both the legal and customer support industries, and what this could mean for our future. Will it lead to radical transformations and winners and losers? Listen in to find out wh…

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29. REPOST: Helping employees feel great about themselves with Frederic Joye from Arcanys (with Daniel Abebe) 44:44

1y ago44:44

44:44

A few months ago, Daniel invited me to talk about how culture, although not quite measurable, plays a significant role in the success and failure of a business. It was great being on the other side of the podcast fence, if you will. I loved having Daniel rack my brain a little bit about what culture means for Arcanys, and how it has evolved now tha…

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Episode 10: Abstrakt's real time call coaching technology, with Greg Reffner 37:21

1y ago37:21

37:21

Greg Reffner is the founder of Abstrakt. Their technology provides real time coaching for call-center agents. The short term importance of this technology is that it significantly improves agent performance. It has shown to decrease agent ramp time by up to 63% and increase CSAT scores by up to 27%. In the long term, I see this technology as being …

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