Best Speech Analytics Podcasts (2025)

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A Mother’s Legacy Inspires A Passion for Equity in Healthcare: Dr. Uche Blackstock, Founder and CEO of Advancing Health Equity 24:42

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5h ago24:42

24:42

“Seeing that you can get through the most difficult times in life, succeed, and then also return to your community and work in service to your community was a lesson that has stuck with me,” says Dr. Uche Blackstock, the Founder and CEO of Advancing Health Equity and our guest on this inspiring episode of Raise the Line with Osmosis from Elsevier. …

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Lessons From the Frontlines of Humanitarian Crises: Dr. Joanne Liu, Former International President of Médecins Sans Frontières and Author of Ebola, Bombs and Migrants 32:48

7d ago32:48

32:48

“Pandemics are a political choice. We will not be able to prevent every disease outbreak or epidemic but we can prevent an epidemic from becoming a pandemic,” says Dr. Joanne Liu, the former International President of Médecins Sans Frontières/Doctors Without Borders and a professor in the School of Population and Global Health at McGill University.…

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Not Just a Chamber: How Dan Fell is Rebuilding Doncaster | S2 EP2 44:34

8d ago44:34

44:34

Dan Fell, CEO of Doncaster Chamber of Commerce, shares his vision for the city's economic transformation through reopening the airport and securing an AI Growth Zone designation. His twenty-year journey with the Chamber has coincided with Doncaster's evolution from defining itself by limitations to embracing possibilities, culminating in his recent…

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Rare Disease Parents Create a New Model for Drug Development: Nicole Johnson, Co-Founder and Executive Director of FOXG1 Research Foundation 28:56

14d ago28:56

28:56

“As parents dedicated to getting a treatment for our children in their lifetimes, we have turned the rare disease drug development landscape upside down and created a new model,” says Nicole Johnson, co-founder and executive director of the FOXG1 Research Foundation. That’s not an exaggeration, as the foundation is on track to make history as it be…

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A Colorful and Comprehensive Option for Visual Learners: Jennifer Zahourek, RN, Founder and CEO of RekMed 33:44

21d ago33:44

33:44

Today on Raise the Line, we bring you the unlikely and inspiring story of a woman who was afraid of blood as a child but became an accomplished nurse; who struggled with learning disabilities but became an effective educator; and who, despite lacking business experience or knowledge of graphics, built a successful company that produces visually ric…

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How Emotional Skills Can Elevate Medical Practice and Patient Care: Professor Alicja Galazka, University of Silesia 28:29

28d ago28:29

28:29

“Very often, doctors try to suppress what they feel or don't even have the vocabulary to describe their emotions,” says Professor Alicja Galazka of the University of Silesia, an observation based on decades of work with physicians to enhance their emotional intelligence and resilience. Galazka, a psychotherapist, psychologist, lecturer and coach, b…

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Automated Analytics Podcast: Revolutionising Recruitment with Richard Young 18:05

1M ago18:05

18:05

Step into the world of recruitment innovation with Richard Young, Head of Recruitment at Active Care Group - and one of Automated Analytics’ most forward-thinking clients. In this episode, Mark Taylor (Founder & CEO of Automated Analytics) uncovers how Richard has revolutionised the way his team recruits, using data-led decision-making to solve ind…

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Automated Analytics Podcast: Removing the Mundane with Mark Beavan 24:11

1M ago24:11

24:11

Join us for an insightful conversation as Mark Taylor, CEO of Automated Analytics, sits down with Mark Beavan - a standout marketeer he’s proudly worked with not once, but twice. Known for his strategic thinking and no-nonsense approach to solving real marketing challenges, Mark Beavan shares how he’s leveraged Automated Analytics to eliminate time…

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Meet Mark Taylor, the Founder of Automated Analytics | S2 EP1 1:37:52

1M ago1:37:52

1:37:52

Welcome Back to Season Two of the Automated Analytics Podcast! We’re kicking things off with a twist! This time, I’m not hosting… I’m the guest! In our brand new studio settings in Doncaster, Jordan Smith takes over the mic to interview me, Mark Taylor - Founder of Automated Analytics. We dive into everything that’s happened over the past 10 months…

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Inside NiCE: Strategy, AI, and the Future of CX- Special Episode from NiCE Interactions 14:57

1M ago14:57

14:57

Send us a text This episode sounds as good as it gets — huge thanks to Christopher Irwin-Dudek, VP of Marketing Communications at NICE, for joining me. We dive into a wide-ranging conversation covering: The new leadership vision at NICE and what it means for the future Whether NICE sees itself as a CCaaS platform, an AI powerhouse, or both The evol…

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Overcoming Misconceptions About Geriatrics: Dr. Julia Hiner, Geriatric Medicine Fellowship Program Director at McGovern Medical School 23:53

1M ago23:53

23:53

"Older adults have this special clarity about who they are and what they want, which is incredibly inspiring," says Dr. Julia Hiner, explaining, in part, why she loves her work as a geriatrician in Houston, Texas. She also enjoys the challenge of the medical complexity these patients present and the opportunity it creates to see the patient as a wh…

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The Importance of Seeing Rare Disease Patients Holistically: Eric & Kristi Levine, Parents of a Child with CACNA1A 28:24

2M ago28:24

28:24

"It was pretty apparent to me that something was going on with him," says Kristi Levine, describing the realization that, based on her experience as a Montessori teacher, her infant son, Trey, was missing developmental milestones. Unfortunately, Kristi’s hunch turned out to be correct and Trey was later diagnosed with a rare genetic mutation called…

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Listen to This Before You Build or Buy an AI Auto QA Platform 26:26

2M ago26:26

26:26

Send us a text Everyone’s rushing to add Auto QA. But most are thinking too small. In this episode, I break down what most platforms get wrong, why scoring calls is just the beginning, and what to look for if you actually want impact, not just another dashboard. Before you build your own or sign a contract, listen to this. It’ll change how you see …

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How Providers Can Join the Battle Against Misinformation: Dr. Raven Baxter, Director of Science Communication at the Cohen Center for Recovery from Complex Chronic Illness 28:33

2M ago28:33

28:33

We have a special guest on today's episode whose voice will be familiar to regular listeners. Last year at this time, Dr. Raven Baxter occupied the Raise the Line host chair for a special ten-part series we produced in collaboration with the Cohen Center for Recovery from Complex Chronic Illness (CoRe) at Mount Sinai in New York City, where she ser…

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Advocating for Black Nurses In An Anti-DEI Environment: Dr. Sheldon Fields, President of the National Black Nurses Association 24:23

3M ago24:23

24:23

On this episode of “Raise the Line” we welcome Dr. Sheldon Fields, a trailblazer in the nursing field and the president of the National Black Nurses Association. In a candid conversation, Dr. Fields shares his inspiring journey from the bedside to becoming a prominent figure in nursing, HIV/AIDS prevention and academia and also shares the challenge…

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Equipping Today’s Medical Students to Manage Uncertainty: Professor Katarzyna Taran, Medical University of Łódź 31:57

3M ago31:57

31:57

We’re honored to continue our global tour of medical education today with Professor Katarzyna Taran, MD, PhD, a pioneering interdisciplinary researcher of tumor cell biology, an award winning educator noted for her focus on student engagement, and -- in a first for a Raise the Line guest -- a shooting sports certified coach and referee. As Professo…

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2025 Geek Gauge CCaaS Rankings! 18:24

4M 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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Using Technology to Build a Global Community of Medical Students: Alfred Collins, Community Specialist at Osmosis from Elsevier 39:49

4M ago39:49

39:49

We like to think of Osmosis from Elsevier as a global community of millions of learners, connected by a desire to serve humanity and an inclination to use a diverse mix of educational resources to help them become excellent healthcare practitioners. On today’s episode of Raise the Line, we’re going to learn how Osmosis has created an opportunity fo…

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

4M 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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Aligning Education Technology With How Students Live and Learn: David Game, SVP of Product Management, Global Medical Education at Elsevier 28:37

4M ago28:37

28:37

David Game remembers the days when the use of digital technology in education publishing amounted to putting a dictionary on a compact disc. Now, as the senior vice president of Product Management, Global Medical Education at Elsevier, he oversees a suite of learning materials that use artificial intelligence, virtual reality and 3-D modeling. “We’…

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

5M 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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Helping All Medical Providers Understand Genomic Testing: Dr. Ethylin Wang Jabs, Mayo Clinic and Dr. Antonie Kline, Harvey Institute for Human Genetics 16:06

5M ago16:06

16:06

An interesting new study from the Geisinger health system in Pennsylvania examining if genomic screening in a large population increases the identification of disease risk prompted Raise the Line to re-release a previous episode about a textbook designed to help all medical providers understand the clinical applications of genomic testing. Genomics…

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Fighting the Deceiving Label of ‘Rare’: Zainab Alani, Fourth Year Student at University of Glasgow School of Medicine and Rare Conditions Advocate 30:01

5M ago30:01

30:01

To mark International Rare Disease Day, we're going to introduce you to a remarkable young woman, Zainab Alani, who is not letting her challenging rare condition stand in the way of her dream of becoming a physician. After noticing Zainab’s struggles with muscle weakness and fatigue at age 15, her mother – a physician – took her to doctors advocati…

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

6M 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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What Clinicians Can Learn About Managing Uncertainty: Dr. Jenny Moffett of RCSI University of Medicine and Health Sciences, Dublin 25:23

6M ago25:23

25:23

Having the ability to manage uncertainty is helpful in all professions, but perhaps especially so in medicine where uncertainty abounds and the stakes for managing it are high. Despite that, medical students receive little training in this area, something which our guest today, Dr. Jenny Moffett of RCSI University of Medicine and Health Sciences in…

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The Role of Clinicians in Addressing Climate Change: Dr. Catharina Giudice, Climate and Human Health Fellow, Harvard T.H. Chan School of Public Health 31:10

6M ago31:10

31:10

The Role of Clinicians in Addressing Climate Change: Dr. Catharina Giudice, Climate and Human Health Fellow, Harvard T.H. Chan School of Public Health “The healthcare system is in this interesting intersection when it comes to its roles and responsibilities as it pertains to climate change,” says our Raise the Line guest Dr. Catharina Giudice, a re…

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Tackle Every Opportunity: Nikolas Bletnitsky, Third Year Student at Touro College of Osteopathic Medicine 31:00

6M ago31:00

31:00

We continue our NextGen Journeys series today featuring fresh perspectives on education, medicine, and the future of health care with an impressive medical student who was brought to our attention by a previous podcast guest, Dr. Michael Foti, whom we'd like to thank for the recommendation. Nikolas Bletnitsky is in his third year at Touro College o…

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

6M 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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Managing AI’s Threat to the Provider-Patient Relationship: Dr. Colin Doherty, Head of School at Trinity College Dublin School of Medicine 24:01

6M ago24:01

24:01

Today, our ongoing global tour of medical education on Raise the Line stops in the Republic of Ireland by way of a conversation with the head of school at Trinity College Dublin School of Medicine, Dr. Colin Doherty, who is in the midst of revising the school’s curriculum. In that process, particular attention is being given to how medical educatio…

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Creating Moments of Trust Between Patients and Nurses: Dr. Philip Dickison, CEO of the National Council of State Boards of Nursing 34:57

7M ago34:57

34:57

On this episode of Raise the Line, we're going to learn about the organization behind one of the most important exams in healthcare: the NCLEX, which is the licensing exam for nurses in the US. The influence of the test, which is overseen by the National Council of State Boards of Nursing (NCSBN), is hard to overstate because of its role in driving…

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Beyond Words: Measuring AI Empathy Through Impact 18:28

7M 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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Reducing Language Barriers in Medical Education: Mohammad Kabakibi, Founder of Chain of Education and Dania Reina, E-learning Creator 27:41

7M ago27:41

27:41

We have a special Raise the Line episode today that takes a look at some behind-the-scenes work happening at Osmosis from Elsevier to expand the reach and impact of our educational content, which is now being used by learners in nearly 200 countries. Over the past year, dozens of volunteers have been hard at work translating over 100 Osmosis videos…

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

7M 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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2025 Predictions for CX and the Contact Center Industry 26:29

7M 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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Brothers Inspire and Share Life Lessons Through Endurance Sports: Kyle and Brent Pease of the Kyle Pease Foundation 20:45

8M ago20:45

20:45

Brothers Inspire and Share Life Lessons Through Endurance Sports: Kyle and Brent Pease of the Kyle Pease Foundation Today, we have an especially inspiring episode in our Year of the Zebra series on rare conditions featuring Kyle Pease and his brother Brent, who recently helped each other complete the 140.6 mile Ironman World Championship in Hawaii,…

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

8M 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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The Growing Importance of Simulation in Nursing Education: Dr. Pamela Jeffries, Dean of Vanderbilt University School of Nursing 20:41

8M ago20:41

20:41

The use of simulation in nursing education has been growing in recent years not only because of its proven effectiveness as a training method, but because of limits on clinical training placements, and a dearth of nursing faculty. Today on Raise the Line, we’re happy to welcome one of the pioneers in this area, Dr. Pamela Jeffries, the Dean of the …

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How a Child’s Illness Made Her Parents Better Doctors: Dr. Marta Perez, OB-GYN and Rare Disease Parent 21:00

8M ago21:00

21:00

“Being a provider yourself doesn't protect you or your loved ones from illnesses and it really brings the humanity back into medicine to recognize that we're all struggling and that the patient in front of you is processing what they hear in their own way,” says Dr. Marta Perez, and OB-GYN and mother of a child with a rare condition. As Perez share…

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

8M 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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The Challenges and Rewards of Completing Medical School at Seventy: Toh Hong Keng, Retired Business Executive and Recent Medical School Graduate 31:08

9M ago31:08

31:08

This episode of Raise the Line is special for a couple of reasons. Our guest, Toh Hong Keng recently graduated from medical school at the age of seventy, making him one of the oldest medical students in the world; and Shiv Gaglani is taking a break from his 3rd year of medical school -- which he is completing at the age of 35 -- to make a rare appe…

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

9M 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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Building Student Confidence and Competence with Simulation: April Rowe Neal, Assistant Professor at Winona State University 35:46

9M ago35:46

35:46

Leaning into the ancient wisdom that ‘practice makes perfect’ nursing educators are increasingly embracing approaches such as simulation and competency based education that provide students with low-risk opportunities to practice skills. You might even say that the ‘see one, do one, teach one’ framework has evolved into ‘see one, do one, debrief, g…

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A Cancer Patient’s Journey to ‘Just Live’: Michelle Hughes 23:14

9M ago23:14

23:14

2024 is the year today’s Raise the Line guest, Michelle Hughes, is supposed to die. That’s according to the diagnosis she received three years ago from an oncologist who told her she had a rare, incurable form of cancer that had already caused innumerable tumors throughout her body. As a mother of three – with her youngest child being just a few we…

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Humanism Improves Healthcare for Providers and Patients: Dr. Kathy Reeves, President and CEO of the Arnold P. Gold Foundation 22:47

9M ago22:47

22:47

What good are dazzling advancements in science – such as the rapid development of an effective COVID vaccine – if public distrust of science and medicine leads people to reject them? That’s the sort of question animating the work of today’s Raise the Line guest Dr. Kathy Reeves, president and CEO of the Arnold P. Gold Foundation. A key part of the …

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Providing Physical Therapy Services in the Home: Palak Shah, Co-Founder and Head of Clinical Services at Luna 26:20

10M ago26:20

26:20

We've learned quite a bit on Raise the Line about the growing trend of providing medical care in the home, particularly as it relates to services enabled by advances in remote monitoring technologies. In this episode, we’re adding to that base of knowledge by focusing on what's happening with in-home physical therapy services. Our guide will be Pal…

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Seeking Answers in the Gut-Brain Connection: Dr. Nicholas Talley, Professor of Medicine at the University of Newcastle 27:14

10M ago27:14

27:14

Over a long and very active career as a researcher, clinician and educator, Dr. Nicholas Talley has witnessed the traditional mind/body dichotomy fade in relevance as science has determined just how integrated they really are. “The body talks to the mind, the mind talks to the body, and we're exploring how this happens and what we can do to interfe…

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Being Open To and Learning From Career Detours: Dr. Andres Acevedo-Melo, Academic Editor at PLOS ONE Journal 32:18

10M ago32:18

32:18

Today’s Raise the Line guest provides a great example of how to embrace the range of career options that are available to medical practitioners. In the dozen years since earning his medical degree, Dr. Andres Acevedo-Melo has been a medical liaison and advisor for two of the largest pharmaceutical companies in the world, provided recruitment suppor…

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Medical Education as a Passport to Making a Difference: Jermaine Blakely, Third Year Medical Student at Howard University College of Medicine 30:22

10M ago30:22

30:22

“I thought that education and medicine was a pathway for me to not only get out of my small town but to also make a huge impact somewhere in the world,” says Jermaine Blakely, a third-year medical student at Howard University College of Medicine. But Blakely didn’t wait for medical school to start making a difference. While an undergrad at Morehous…

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

10M 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…