Best Call Center Technology Podcasts (2025)

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Bots, AI, & the Future of Billing at AdvancedMD with Angela McCoy 23:25

10d ago23:25

23:25

In this episode of Leaders in Medical Billing, Chanie Gluck sits down with Angela McCoy, Vice President of Revenue Cycle Operations at AdvancedMD, to explore her inspiring career journey and the innovations transforming the RCM space. Angela shares how she rose through the ranks at AdvancedMD, a leading Project Management (PM) and Electronic Health…

1
2025 Geek Gauge CCaaS Rankings! 18:24

14d ago18:24

18:24

Send us a text In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025. Using a groundbreaking approach that combines ChatGPT's analyt…

1
What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP 23:23

28d ago23:23

23:23

Send us a text In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy. In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff. From AI expectations and data transparency…

1
CDI, Leadership, & Innovation: Improving Healthcare Systems Worldwide with Paula Hall 36:29

30d ago36:29

36:29

In this episode of Leaders in Medical Billing, host Chanie Gluck is joined by Paula Hall, a global healthcare consultant with decades of experience in clinical care and healthcare administration. With an astounding 63 credentials, Paula has led transformative revenue cycle and healthcare improvement projects across the United States, India, Africa,…

1
The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center 25:10

1M ago25:10

25:10

Send us a text EPISODE DESCRIPTION: Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding? In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much. The shocking real…

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How AI Voice Agents are Transforming Healthcare with Ankit Jain 28:17

2M ago28:17

28:17

In this episode of Leaders in Medical Billing, Ankit Jain, co-founder and CEO of Infinitus Systems, discusses how AI voice agents are changing the healthcare industry. With a background in AI venture capital investment and experience launching two successful tech startups (including a Google acquisition), Ankit shares how Infinitus is eliminating i…

1
Building a Global Team: Offshoring and AI with John Gwin 29:30

2M ago29:30

29:30

Chanie Gluck is joined by John Gwin, founder and CEO of The Auctus Group, a consulting firm specializing in financial and operational services for plastic surgeons and dermatologists. In this episode, John shares his passion for technology, leadership, and Revenue Cycle Management (RCM). John is also the Vice Chair of the HBMA Innovations Committee…

1
Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers 20:00

2M ago20:00

20:00

Send us a text Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough. In this grou…

1
Unlocking Solutions: Automating Financial Workflows with Sasha King 25:44

2M ago25:44

25:44

In this episode of Leaders in Medical Billing, host Chanie Gluck speaks with Sasha King, co-founder of Anatomy Financial. Anatomy is a healthcare tech start-up focused on automating financial workflows in the medical billing industry. Sasha shares her journey from serving as the Chief Commercial Officer at CareDX to founding Anatomy with her husban…

1
Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold 24:42

3M ago24:42

24:42

Send us a text Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better. You’ll learn: ✅ Why high QA scores don’t always mean high performance ✅ How to shift from traditional QA to coachi…

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The Future of Healthcare Billing: Cutting-Edge Technology at Adonis with Jonathan LaChapelle 24:42

3M ago24:42

24:42

In this episode of Leaders in Medical Billing, host Chanie Gluck welcomes Jonathan LaChapelle, Director of Revenue Cycle Management at Adonis, a cutting-edge revenue intelligence and automation platform designed for healthcare. Jonathan shares insights from his extensive experience in the RCM space and discusses the revolutionary technology-driven …

1
Beyond Words: Measuring AI Empathy Through Impact 18:28

3M ago18:28

18:28

Send us a text In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology: Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it? While tech companies tout their AI's emotional intelligence capabilities, we'll cut th…

1
RCM Operational Excellence with Melanie McGivney 18:42

3M ago18:42

18:42

In this episode of Leaders in Medical Billing, host Chanie Gluck interviews Melanie McGivney, Director of Operations at Impact Healthcare Solutions. With over 20 years of experience in revenue cycle management (RCM), Melanie shares insights on operational efficiency, building strong offshore relationships, and overcoming challenges in multi-state h…

1
Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan 33:12

4M ago33:12

33:12

Send us a text Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches. You'll discover what's genuinely working, what's still smoke…

1
Harnessing RCM Technology in 2025 with Sunil Konda 32:51

4M ago32:51

32:51

In this episode of Leaders in Medical Billing, host Chanie Gluck interviews Sunil Konda, Chief Product Officer at SYNERGEN Health. With over 16 years of experience in healthcare technology, Sunil discusses how automation, AI, and cloud-based solutions are transforming the revenue cycle management (RCM) landscape. They delve into reducing inefficien…

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2025 Predictions for CX and the Contact Center Industry 26:29

4M ago26:29

26:29

Send us a text As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll dive deep into the future of technology and customer experience, sharing valuable insights from the entire Expivia team. What groundbreaking technologies will reshape the CX landscape? How will AI continue to…

1
The PeaceGuy Holds Fireside Chat In California with 4 Influential International Peace Makers 1:14:06

4M ago1:14:06

1:14:06

The Great Demian Dunkley "The PeaceGuy," Flew to the West Coast as a middle ground too interview 4 International Peace Makers that influence different pockets of the world and the regions they serve. Tune in and soak up this compelling content as the host for Peace Starts With Me Demian Dunkley 🎥 holds a dynamic fireside chat with a live audience i…

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Differentiation in the RCM Industry with Sean McSweeney 29:21

4M ago29:21

29:21

In this episode of Leaders in Medical Billing, host Chanie Gluck continues the conversation with Sean McSweeney about how medical billing companies can differentiate themselves in a competitive RCM market. Sean emphasizes the importance of focusing on specialized services, leveraging technology, and aligning marketing strategies with client needs. …

1
The Future of Contact Center Outsourcing: What to Expect in 2025 21:29

4M ago21:29

21:29

Send us a text (I apologize for the poor audio on this episode, we had a mic failure, but the content is awesome so I hope you still find value!) In this episode of the ACG podcast we explore the future of contact center outsourcing in 2025. We dive into what a modern BPO RFP should include, moving beyond buzzwords like 'white glove service' and 's…

1
Revolutionizing Healthcare: Increasing Joy and Access to Care with Nio Queiro 27:11

5M ago27:11

27:11

In this episode of Leaders in Medical Billing, Chanie Gluck speaks with Nio Queiro, the founder of Queiro Group and the Chief Strategy Officer for Nashville General Hospital. Nio shared her incredible journey in the healthcare industry, which spans over 30 years and includes roles such as the SVP of Revenue Cycle at Tufts Medicine and consulting po…

1
Strengthening Leadership, Mental Health, and Decision-Making Through Personalized Interactive Training 1:11:59

5M ago1:11:59

1:11:59

What if your leadership, mental health, or corporate trainings could be as engaging as a blockbuster movie or your favorite Netflix show? Sharon Sloane, CEO and co-founder of WILL Interactive, joins us to reveal how organizational learning is being transformed through interactive storytelling. Using a powerful blend of narrative and gaming techniqu…

1
The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025 31:39

5M ago31:39

31:39

Send us a text The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it. In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights. Learn how solutions like OttoQa a…

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Thanksgiving Special: An Exclusive Father & Son Interview with Anthony Abbagnano on Breathwork 1:17:03

5M ago1:17:03

1:17:03

Breathwork - is indeed a profound practice that many associate with connecting to a higher power or the divine. In many spiritual traditions, the breath is viewed as sacred—a bridge between the physical and the spiritual. The act of consciously breathing can help center the mind, calm the body, and create a state of presence, which many describe as…

1
How Building Community Drives Success in Medical Billing with Greg Wehrman 32:20

5M ago32:20

32:20

In this deeply personal and inspiring episode of Leaders in Medical Billing, host Chanie Gluck sits down with Greg Wehrman, a nationally recognized expert in behavioral health billing and founder of Wehrman Healthcare Management Solutions. Gregory shares his journey from a college student stepping into the billing world to becoming a leader in the …

1
Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook 16:56

5M ago16:56

16:56

Send us a text Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer service, and preparation is everything. In this episode of ACG, we dive into updated best practices to help your team stay ahead, deliver exceptional customer experiences, and handle the holid…

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The Next Big Innovation Isn’t What You Think with Adam Povlitz, CEO of Anago Cleaning Systems 35:02

6M ago35:02

35:02

In this episode I am joined by Adam Povlitz, CEO and President of Anago Cleaning Systems. We discuss why he never wanted to be part of the family business and why that changed, how the franchise business model works, the next big innovation when it comes to providing cleaning services, and a book that changed the way he hires people.…

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Unraveling Hidden Family History: The Impact of the Holocaust and Intergenerational Trauma 57:29

6M ago57:29

57:29

What would you do if you received an email that unraveled a hidden chapter of your family history? Join us as we embark on a powerful and emotional journey with Michael Hickins, former Wall Street Journal reporter and author of 'The Silk Factory.' A mysterious email from a nephew he'd never known sets Michael on a path to uncover his family's past,…

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Targeted Sales & Marketing: A Framework for Medical Billing Growth with Sean McSweeney 35:34

6M ago35:34

35:34

In this episode of Leaders in Medical Billing, host Chanie Gluck interviews Sean McSweeney, CEO of Voyant Health and a leader in healthcare revenue cycle management, analytics, AI, and automation. Sean shares insights from his impressive background in RCM and his current consulting work with billing companies and private equity firms. This episode …

1
Newark NJ Councilwomen Louise Scott-Rountree Warns Against Trusting The Wrong People 58:36

6M ago58:36

58:36

Episode 9 is bringing you the powerhouse Councilwoman Louis Scott-Rountree, At-Large of Newark, NJ LIVE with Domain Dunkley! Rev. Louise Scott-Rountree was born and raised in Newark, New Jersey and is the daughter of the Rev. Dr. Malachi D. Rountree and the late Mrs. Louise Scott-Rountree. Her mother and father insisted that she understood the impo…

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From Opera Singing to Free Public Bathroom Advocate with Teddy Seigel, Got2GoNYC 26:11

6M ago26:11

26:11

In this episode I am joined by Teddy Seigel, creator of Got2GoNYC and the most used Google map in the world which identifies free public restrooms in New York City. We discuss how she became passionate about accessible public bathrooms, her advocacy around this human right, opera singing, her appearance on the Kelly Clarkson Show, and more.…

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What Does it Take to Thrive as a Teacher in the Bronx for 26 Years? 1:08:26

6M ago1:08:26

1:08:26

Joe Geno has dedicated 26 years to teaching in the Bronx, a testament to his passion and resilience. In this episode, Joe shares stories from his new book, Lesson Learned, offering a wealth of insights and advice for educators and professionals in high-pressure environments. Joe’s candid recounting of his career, enriched with humorous and impactfu…

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Why Relationships Still Matter In The Age of Technology with Keith Schneringer, BradyPlus 37:32

7M ago37:32

37:32

In this episode I am joined by Keith Schneringer, Senior Director of Marketing – JanSan + Sustainability at BradyPlus. We discuss why he left and came back to the cleaning industry, how the industry has changed over the last three decades, how technology and relationships are the future of the industry, and the importance of being an advocate for t…

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Stepping Up Your Social Media Marketing with Podiatry Billing Expert Carri Garbus 26:10

7M ago26:10

26:10

In this episode of Leaders in Medical Billing, host Chanie Gluck interviews Carri Garbus, the owner of Vital Profits and an experienced medical billing professional. Carri shares her journey from working at her husband's podiatry practice to launching her own billing business, focusing on podiatry. She discusses the importance of specializing in a …

1
Innovation and Technology are Revolutionizing Philanthropy and Our Ability to Have an Impact – Learn How 47:10

7M ago47:10

47:10

How can innovation and technology make philanthropy more impactful? Join us as we chat with Brandolon Barnett, a dynamic leader who is reshaping how we think about philanthropy and impact. From his beginnings as a tech-enthusiast child to becoming the Head of Innovation & Philanthropy at Giving Compass and the Founder and CEO of the Regular App, Br…

1
Political Call Center to Cleaning Regulations with Meche Ragland, ISSA 30:04

7M ago30:04

30:04

In this episode I am joined by Meche Ragland, Manager of Regulatory Affairs for ISSA. We discuss how she got her start working in the lab, her journey to regulatory affairs for ISSA, the different issues impacting the cleaning industry like extended producer responsibility and PFAS, her favorite job working for a political call center, and more.…

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Scaling with Heart: Growing Your Billing Business with Tara Thomas 20:11

7M ago20:11

20:11

In this episode of Leaders in Medical Billing, host Chanie Gluck interviews Tara Thomas, the CEO and founder of T&T Medical Billing. Tara shares her 26-year journey in the medical billing industry, starting from a receptionist at a hospital to building her own successful billing company specializing in mental health services. Together, they discuss…

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From Fear to Hope: Dr. Edwin Perry’s Remarkable Transformation of The Salvation Army's Siemon Youth and Community Center 1:13:05

7M ago1:13:05

1:13:05

Dr. Edwin Perry's transformation of The Salvation Army's Southern California Division, particularly the Siemon Youth and Community Center, is a powerful testament to resilience, leadership, and a commitment to serving the underserved. What was once one of the most feared locations in LA has now become a beacon of hope and a sought-after venue for c…

1
𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀 27:49

7M ago27:49

27:49

Send us a text In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how fo…

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Shea Maultsby: Harnessing Ancient Technologies to Challenge and Expand Consciousness 1:01:45

7M ago1:01:45

1:01:45

The Great Demian Dunkley is at it again with episode 7 featuring: Shea Maultsby, aka Peaceful Praise. Shea Maultsby is an Awakened/Spiritual Intuitive Guide, Coach and Energy Healer, working with the ancient technologies of Prayer, Meditation and Sacred Geometry, helping expand and transform your Consciousness & Life. Get Ready to expand your consc…

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MAKING THE SHIFT: FROM CAR SALES TO MEDICAL BILLING COMPANY OWNER with JOSH FERTEL 21:18

8M ago21:18

21:18

In this inspiring episode of Leaders in Medical Billing, Chanie Gluck sits down with Josh Fertel, owner of J3RCM, to discuss his remarkable journey into the medical billing industry. Pivoting from 30-years in the car business to founding his own medical billing company at the age of 57, Josh shares how personal challenges and a passion for learning…

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Unmasking False Hustle: Revolutionizing Customer Experience 30:07

8M ago30:07

30:07

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, I’ll be sharing insights on how to break the cycle of false hustle and transf…

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PT#1 Dr. Michael Jenkins Reflects on His Fear of Fire and Brimstone 54:49

8M ago54:49

54:49

Dr. Jenkins is President of the Universal Peace Federation International (UPF) and President of The Washington Times Foundation, with decades-long involvement in organizing peace initiatives all over the world. He was a key organizer of the Middle East Peace Initiative that engages in ongoing dialogue with stakeholders in the Middle East from the s…

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From Physician to Healthcare Tech Entrepreneur with Ashish Mandavia 28:57

8M ago28:57

28:57

In this episode of Leaders in Medical Billing, Chanie Gluck interviews Ashish Mandavia, a trained physician and now CEO and co-founder of Sohar Health. Ashish shares his journey from practicing psychiatry to becoming a healthcare tech entrepreneur, discussing the motivations behind his career shift and the challenges he faced in the process. He exp…

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Sean Pennington 57:40

8M ago57:40

57:40

Sean Pennington is the founder and CEO of Flipside eNTERTAINMENT Agency. Flip eENTERTAINMENT is the largest full service agency dedicated and focused exclusively in Gospel Music Thanks for listening !! Follow us on X, IG and www.PeaceStartsWithMe.comBy Demian Dunkley

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How Do Purpose-Driven Organizations Move People from Inspiration to Action? 45:31

9M ago45:31

45:31

In this episode, I speak with Julie Davitz, Founder and CEO of Plus Media Solutions to explore how purpose-driven organizations can turn awareness of an issue into measurable action. As the media landscape becomes increasingly fragmented, and with intense competition for people’s attention, it’s more important than ever to engage audiences at momen…

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Calming Irate Customer Interactions: 5 Proven Techniques 24:43

9M ago24:43

24:43

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 …

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From Street Survivor to Mogul: The Untold Story of Robert Alexander and 360Wise 1:00:23

9M ago1:00:23

1:00:23

In this eye-opening episode, we sit down with Robert Alexander, the unstoppable force behind 360Wise Media. From the gritty streets of Washington, D.C., to the pinnacle of brand marketing and public relations, Robert’s journey is anything but ordinary. He takes us deep into the trials, triumphs, and turning points that shaped his path to becoming a…

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

9M ago24:20

24:20

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 explore…

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How Substance Use Treatment Has Shifted from Stale Stigmas to Compassionate Care 1:11:26

9M ago1:11:26

1:11:26

What does the landscape of addiction and substance use treatment look like today? What are the hidden truths behind society's fluctuating responses to drug epidemics? Join me as I speak with Lisa Ellis Gavin, a highly experienced clinical mental health and substance use clinician, who provides an insider’s perspective on the current state and futur…

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Liz Black, CEO of Aspired Living Network TV, brings sunshine to the Peace Starts With Me Podcast 1:01:22

10M ago1:01:22

1:01:22

On air personality 107.5 WBLS. Stellar award radio host Liz Black brings sunshine, and happiness to massive listeners throughout the NY/NJ/CT Tri-State area for the past 13 years on Sunday Mornings on 107.5 WBLS NY’s only R&B station at 7am. Liz is a midday host syndicated nationally 11am-3pm est. at inspirationswithlizblack.com. She can also be he…

Podcasts Worth a Listen

Call Center Technology Podcasts

Podcasts Worth a Listen