Best Ccaa Podcasts (2025)

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2025 Geek Gauge CCaaS Rankings! 18:24

20d 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…

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Epsiode 43: BNB Coach Bram Russell 1:12:26

27d ago1:12:26

1:12:26

BNB U-17 coach Bram Russell joins Bill Gibson and Brad Janes in the downtown Marysville studio. The group discuss this summer's nationals in Newfoundland, the recently completed USports nationals in BC and at what age athletes should specialize. The trio also recaps the local sporting scene which is quiet on the game front but still has lots happen…

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

1M 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…

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20. UNIVERSITY CONTACT CENTERS AT SCALE — Keith Honaker on Evolving Tech, Microsoft Teams & Managing Multiple Departments 37:43

1M ago37:43

37:43

In this episode of Always on CXCX, host Josh Chronister talks with Keith Honaker, voice engineer and lead contact center architect at the University of Central Florida (UCF). They explore how Keith’s team manages large-scale contact centers across multiple departments, the transition to new communication technologies like Microsoft Teams, and strat…

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Episode 42: The Papa Smurf Game 58:14

1M ago58:14

58:14

Brad Janes joins Bill Gibson in the downtown Marysville studio to recap local sports including local teams and athletes at National university hockey championships, the Splash Sisters at USports Nationals and the CCAA women's basketball Nationals held here in Fredericton. Bill explores the CBC Bearcats winning formula for applicability to other tea…

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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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19. The Growth of MultiCaaS: Brent Kelly on the Trend of UC and CCaaS Integrations 34:51

2M ago34:51

34:51

In this episode of Always On CX:EX, host Josh Chronister interviews Brent Kelly, a principal analyst at Omdia, about the growing trend of MultiCaaS in the unified communications and contact center industry. Brent shares insights on the key drivers behind MultiCaaS solutions, market dynamics, pricing, and the future trends shaping this space. Best M…

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Episode 41: On site at the CCAA Women's Basketball Nationals 55:38

2M ago55:38

55:38

Brad Janes and Bill Gibson go onsite at the CCAA women's basketball nationals being held at the Currie Center to run down local sports results and preview the tournament. Have a listen, check out ccaa.ca for tourney infomation and come to Currie Center to catch the action.By Bill Gibson

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18. Clarity in the CCaaS Jungle: 5 Steps to an Informed CCaaS Buying Decision 51:18

2M ago51:18

51:18

In this episode of Always on CXCX, host Josh Chronister speaks with Peter Broeckx and Gidi Adlersberg about navigating the Contact Center as a Service (CCaaS) market and making informed decisions when selecting a CCaaS solution. They dive into crucial factors like uptime, implementation strategies, unified communications (UC) and CC consolidation, …

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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…

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28: User Adoption 33:49

2M ago33:49

33:49

Send us a text In this episode, Tom and Alex return refreshed and ready to dive into everything Amazon Connect. They provide a detailed update on the latest features and improvements in Amazon Connect from the past two months, including real-time dashboards, Lex bot integration, agent performance evaluations for email contacts, and outbound dialer …

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17. From Telecom to TechCo: How Voiceflex is Shaping the Future of CX 39:58

3M ago39:58

39:58

In this episode of Always On CX:EX, host Josh Chronister speaks with James Arnold-Roberts, CEO of VoiceFlex, about the evolving landscape of customer experience and contact center technology. James shares insights on VoiceFlex's shift from a telecom company to a tech company, the impact of Microsoft Teams, and how AI is reshaping the future of cust…

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Episode 40: A whip around local happenings in the sporting world 1:15:53

3M ago1:15:53

1:15:53

Brad Janes joins Bill Gibson in the downtown Marysville studio to recap local sports. High school and university winter sports are winding down regular seasons and into playoffs and Fredericton area teams are in the thick of things. Get a quick recap and preview of hockey, basketball and volleyball including our take on possible playoff scenarios.…

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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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16. The Key to Building Strong Customer Relationships 22:08

3M ago22:08

22:08

In this episode of Always On CX:EX, host Josh Chronister welcomes Jeff Ward, Client Director at AudioCodes, to discuss the transformative power of relationships in customer experience (CX). They explore how trust, employee engagement, and relationship-building lead to superior customer service and share actionable strategies for rebuilding trust wh…

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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…

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27: Automation 31:42

4M ago31:42

31:42

Send us a text Join Tom and Alex in this episode as they delve into the world of automation in contact centers, focusing on Amazon Connect. They discuss the importance and benefits of automation both within and outside the scope of AI. From traditional IVR systems and chatbots to newer advancements in agent productivity, self-service, workflow auto…

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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…

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15. 5 Steps to Creating & Testing Custom Customer Service Call Flows 28:29

4M ago28:29

28:29

In this episode of Always On CX:EX, host Josh Chronister interviews John Wesselman, a contact center expert from AudioCodes, about the intricacies of designing and implementing effective call flows in contact centers. They explore the essential components, common mistakes, and best practices for creating seamless customer experiences. =============…

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Episode 39: Kicking off 2025 with Benjamin De Jonge of Fredericton Red Wings 1:09:28

4M ago1:09:28

1:09:28

Brad Janes and Bill Gibson gather in the downtown Marysville studio and conference in Fredericton Red Wings forward Ben De Jonge. Ben talks about his approach to staying positive, the nervousness of the upcoming MHL trade deadline and shares how a neighbor's fist fight changed his hockey trajectory. In the get to know the guest segment, Ben shares …

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Ep: 8 - “The Ensh!ttification of Everything: Why Customer Service Still Sucks” 53:38

4M ago53:38

53:38

In this episode of Your Call is Very Important to Us, hosts Tom Brannen and Vic Cooper tackle the concept of “enshittification,” a term popularized by author Cory Doctorow to describe the gradual decline in quality of products and services as companies prioritize profits over user experience. From the challenges of modern customer service to frustr…

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26: Transformational Change 31:01

4M ago31:01

31:01

Send us a text Join us as we kick off the new year with a special episode of ACP featuring two expert guests from Cloud Interact. Eliza Taylor, Change Director, and Nick Seagrave, CTO, share their insights on the future of contact centers in 2025. The discussion dives into key themes such as change management, technological advancements, and the ev…

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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…

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25: Screen Recording 27:54

5M ago27:54

27:54

Send us a text Join us as we explore the screen recording feature of Amazon Connect in this deep dive episode. Hosts Tom and Alex discuss its origins, functionalities, and implications for call centers, including agent monitoring, compliance, and training. Learn about enabling the feature, its technical requirements, and potential use cases. Dive i…

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

5M 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…

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Ep: 7 - Revolutionizing Public Service: How AI is Transforming the Citizen Experience 48:04

5M ago48:04

48:04

In this episode, hosts Tom Brannen and Vic Cooper are joined by Joe Forte from NICE, who leads the public sector division. They delve into the intricacies of customer experience (CX) within the public sector, exploring why customer service often falls short compared to the private sector. Joe shares insights from his extensive travels and interacti…

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24: AWS re:Invent 2024 45:51

5M ago45:51

45:51

Send us a text Join Tom and Alex as they delve into the latest announcements from AWS re:Invent 2024, focusing on Amazon Connect. This episode covers various new features, including collection of sensitive customer data, generative AI-powered self-service, WhatsApp business messaging integration, AI guardrails, external voice transfers, and Salesfo…

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Episode 38: FHS AAA boys and Fredericton Fusion basketball coach Mike King 1:21:06

5M ago1:21:06

1:21:06

FHS AAA boys basketball coach Mike King joins Bill Gibson, Brad Janes and Bill Hunt to talk high school and minor basketball. Mike looks forward to the Moncton Hoops Classic Tourney this weekend and the Rick Cotter Classic next weekend. Find out what level of basketball coach King finds most coachable. Coach King also gives insight on on the Late S…

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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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23: Live in London from the Independent User Group for Amazon Connect 28:52

5M ago28:52

28:52

Send us a text Join hosts Tom Morgan and Alex Baker for a special live episode of the Amazon Connect Podcast, recorded at the second independent user group meeting for Amazon Connect in London. This episode features detailed discussions on Amazon Connect technologies, user experiences, and innovations from industry leaders. Highlights include insig…

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

6M 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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Episode 37: Local sports of all sorts in an active November 1:08:56

6M ago1:08:56

1:08:56

Brad Janes once again joins Bill Gibson (and Willy the Wonder Cat) in the downtown Marysville studio to catch up on Fredericton and area sports. Tips of the cap to STU for hosting men's soccer Nationals and for Miramichi (Chatham) on being named 2026 Senior Men's Baseball Nationals host. Brad and Bill discuss one of the greatest players in UNB Reds…

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22: Emite 32:01

6M ago32:01

32:01

Send us a text Join hosts Alex and Tom as they dive into the future of customer experience (CX) with Jonathan from Emite. Discover Emite's innovative platform that integrates data from various sources like Amazon Connect and CRM systems into a unified solution, providing self-service reporting, dashboards, and KPI tracking. Learn how AI and IoT are…

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Episode 36: Coach JR Morrison from 2024 ACAA Champion (and CCAA Nationals Host) STU Tommies Men's Soccer. 57:18

6M ago57:18

57:18

Bill and Brad take the podcast mobile for a visit with ACAA Coach of the Year and STU Tommies Men's Soccer Head Coach JR Morrison. After winning ACAAs last weekend STU is hosting CCAA Nationals on the Grant-Harvey turf November 6th to 9th. Coach suggests it's time to give Grant-Harvey turf a name from the local soccer community and that we've been …

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21: Mastering Amazon Connect Billing 29:55

6M ago29:55

29:55

Send us a text Join hosts Tom Morgan and Alex Baker on ACP, the Amazon Connect Podcast, for an in-depth exploration of Amazon Connect billing. This episode covers the differences between consumption-based and subscription-based billing models, delving into their respective advantages and challenges. Gain valuable insights into managing AWS billing,…

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14. Practical AI Strategies for Microsoft Teams 47:14

7M ago47:14

47:14

In this episode of Always On CX:EX, host Josh Chronister welcomes Melanie Azagury from AudioCodes to discuss practical uses and strategies related to AI in customer experience and contact centers. They explore the adoption of AI, its applications in Microsoft Teams meetings, and its impact on customer interactions and agent experiences. The convers…

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Episode 35: Local Sports of all Sorts for October 23, 2024 1:12:58

7M ago1:12:58

1:12:58

Brad Janes once again joins Bill Gibson to discuss the happenings in local sports. Bill and Brad talk through the intersection of sports and society in relation to a tragedy in the Tannery, Brad attends a D1 football game in the US. Bill recaps the Ken Gould and the pair catch up on upcoming events for local teams including the UNB Reds hosting the…

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20: Simon Leyland, CEO CloudInteract 35:07

7M ago35:07

35:07

Send us a text In this episode of ACP, hosts Tom and Alex welcome Simon Leyland, the CEO and co-founder of CloudInteract. They discuss Simon's career journey from the telecommunications and IT sectors to establishing CloudInteract, focusing on revolutionizing customer experience. The conversation covers the transition from traditional telephony to …

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13. Pioneering Unified Communications: AudioCodes' AI Innovations 20:47

7M ago20:47

20:47

In this episode of Always On CX:EX, we bring back Gidi Adlersberg, Voca CIC Business Line Manager at AudioCodes, for a webinar he appeared on with Evan Kirstel, B2B TechFluencer and Industry Expert. They discuss AudioCodes' evolution, its partnership with Microsoft, and its ventures into AI and contact center solutions. ============================…

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Episode 34: A local recap and burn out in youth sports 1:13:27

7M ago1:13:27

1:13:27

Brad and Bill run down the local sporting scene with discussion on results and upcoming events in Fredericton area basketball, hockey and soccer action. Discussion moves to a recent CBC article on burnout in youth sports.By Bill Gibson

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Ep: 6 - The Future of AI in CX: Letting AI Drive 50:04

7M ago50:04

50:04

Kicking off a new season of the podcast, we take a quick look back before tackling the question of how AI is changing the landscape of CX. We also discuss how AI is revolutionizing not just customer service but also the way we think about, procure, and implement AI. And Tom greatly oversimplifies the deployment of AI, though he has a good point. Th…

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Episode 33: Feeling a Little Fallish 1:02:00

7M ago1:02:00

1:02:00

Brad Janes joins Bill Gibson in the downtown Marysville studio for a catch up and look ahead to Fredericton area sports. After wrapping up baseball season the crew looks forward to hockey home openers for STU women and UNB men, talks basketball from the Milner, The TBL and local universities and touches on soccer. Hear discussion on the need for of…

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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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19: Omningage and Rocket CCaaS 37:00

7M ago37:00

37:00

Send us a text In this episode of ACP, hosts Tom and Alex are joined by special guest Ajmal Mahmood, Customer Experience Director at Omningage. Ajmal shares his extensive background in the contact center industry, discusses the building of Omningage's Amazon Connect-based product Rocket CCaaS, and highlights the innovative features and benefits of …

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12. Successfully Integrating Microsoft Teams and Contact Center 21:22

8M ago21:22

21:22

In this episode of AudioCodes' Podcast, host Josh Chronister discusses the integration of Microsoft Teams and contact centers with guests Irwin Lazar from Metrigy and Gidi Adlersberg from AudioCodes. They explore the convergence of unified communications (UC) and contact centers (CC), Microsoft's offerings in the customer experience market, and the…

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18: Learning & Development 29:01

8M ago29:01

29:01

Send us a text Join us in the studio as we dive into the realm of Amazon Connect's learning and development. Discussing the dynamic nature of Amazon Connect, we explore how to stay updated with its continuous feature changes. Discover the new AWS Skill Builder learning plans tailored for Amazon Connect, including a deep dive into the Amazon Connect…

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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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11. Everything You Need to Know About an Azure-Native Teams Contact Center Integration 32:12

8M ago32:12

32:12

In this episode of Always on CXEX, host Josh Chronister is joined by Gidi Adlersberg, Director of Voca Conversational Interaction Center at AudioCodes. They discuss the relationship between Microsoft Azure and Microsoft Teams in the context of contact center integrations. =========================================================== Best Moments: (01…

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17: Performance monitoring and experience management with Operata 27:43

8M ago27:43

27:43

Send us a text In this episode of ACP, hosts Tom and Alex delve into the world of contact center optimization with John Mitchem, co-founder and CTO of Operata. John shares insights on his two-decade career in contact centers, leading to the establishment of Operata. The discussion covers the evolution from traditional contact center monitoring to m…

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10. Integrating CX Capabilities Beyond the Contact Center: Sales Team 39:44

9M ago39:44

39:44

In this episode, host Josh Chronister interviews Marie Vassilatos, Director of Contact Center Sales at AudioCodes, about integrating customer experience capabilities into sales departments. They discuss how improving CX for sales teams leads to better customer satisfaction and loyalty, share real-world examples & use cases, explore relevant metrics…

Podcasts Worth a Listen

Ccaa Podcasts

Podcasts Worth a Listen