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Inside the Contact Center Evolution: Insights from John Coulter of Five Star Call Centers

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Manage episode 481472436 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek."
๐Ÿ” Key Highlights:
๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฐ/๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฑ ๐—ข๐˜‚๐˜๐—น๐—ผ๐—ผ๐—ธ:
What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!
๐—ง๐—ฒ๐—ฐ๐—ต๐—ป๐—ผ๐—น๐—ผ๐—ด๐˜† & ๐—ฅ๐—ข๐—œ:
Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.
๐—ข๐—ป๐˜€๐—ต๐—ผ๐—ฟ๐—ฒ/๐—ก๐—ฒ๐—ฎ๐—ฟ๐˜€๐—ต๐—ผ๐—ฟ๐—ถ๐—ป๐—ด ๐—ช๐—ฎ๐˜ƒ๐—ฒ:
How is the nearshoring trend reshaping our industry? We analyze its impact on quality, costs, and overall strategy.
๐—•๐˜‚๐—ถ๐—น๐—ฑ ๐—ผ๐—ฟ ๐—•๐˜‚๐˜† ๐—–๐—ซ ๐—ง๐—ฒ๐—ฐ๐—ต:
The big debate! Should companies build their own CX tech or invest in market solutions? We weigh the pros and cons.
๐—–๐—ต๐—ฎ๐—บ๐—ฝ๐—ถ๐—ผ๐—ป ๐˜ƒ๐˜€ ๐—–๐—ต๐—ฎ๐—บ๐—ฝ๐—ถ๐—ผ๐—ป ๐—•๐—ฃ๐—ข:
Unveiling the emerging 'Champion vs Champion' trend in BPO and its implications for the industry.
Don't miss out on these crucial insights that could redefine your business strategy and customer engagement approach. Listen, learn, and let's discuss! Your thoughts and experiences matter.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.

Click here:

expiviadigital.com

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. AI Tools in Call Centers (00:00:00)

2. Analytics and Collaboration in BPO Space (00:10:27)

245 episodes

Artwork
iconShare
 
Manage episode 481472436 series 2471065
Content provided by Thomas Laird. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Thomas Laird or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

Send us a text

Join me, Tom Laird, and John Coulter from Five Star Call Centers, as we journey into a conversation on "Advice from a Call Center Geek."
๐Ÿ” Key Highlights:
๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฐ/๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฑ ๐—ข๐˜‚๐˜๐—น๐—ผ๐—ผ๐—ธ:
What does the horizon look like for contact centers in the next two years? We're discussing trends, challenges, and opportunities that await!
๐—ง๐—ฒ๐—ฐ๐—ต๐—ป๐—ผ๐—น๐—ผ๐—ด๐˜† & ๐—ฅ๐—ข๐—œ:
Which technologies are set to revolutionize contact centers? We're exploring the tools that promise the highest utility and return on investment.
๐—ข๐—ป๐˜€๐—ต๐—ผ๐—ฟ๐—ฒ/๐—ก๐—ฒ๐—ฎ๐—ฟ๐˜€๐—ต๐—ผ๐—ฟ๐—ถ๐—ป๐—ด ๐—ช๐—ฎ๐˜ƒ๐—ฒ:
How is the nearshoring trend reshaping our industry? We analyze its impact on quality, costs, and overall strategy.
๐—•๐˜‚๐—ถ๐—น๐—ฑ ๐—ผ๐—ฟ ๐—•๐˜‚๐˜† ๐—–๐—ซ ๐—ง๐—ฒ๐—ฐ๐—ต:
The big debate! Should companies build their own CX tech or invest in market solutions? We weigh the pros and cons.
๐—–๐—ต๐—ฎ๐—บ๐—ฝ๐—ถ๐—ผ๐—ป ๐˜ƒ๐˜€ ๐—–๐—ต๐—ฎ๐—บ๐—ฝ๐—ถ๐—ผ๐—ป ๐—•๐—ฃ๐—ข:
Unveiling the emerging 'Champion vs Champion' trend in BPO and its implications for the industry.
Don't miss out on these crucial insights that could redefine your business strategy and customer engagement approach. Listen, learn, and let's discuss! Your thoughts and experiences matter.
Through Expivia Digital, Tom works with contact center leaders on CCaaS platform selection, AI implementations, and NICE Studio and integration services.

Same honest, vendor-neutral advice you hear on the Call Center Geek podcast, applied directly to your specific operational challenges.

Schedule a consultation at ExpiviaDigital.com to discuss your contact center technology strategy.

Click here:

expiviadigital.com

Follow Tom: @tlaird_expivia
Join our Facebook Call Center Community: www.facebook.com/callcentergeek
Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/
Follow on TikTok: https://www.tiktok.com/@callcenter_geek
Linkedin Group: https://www.linkedin.com/groups/9041993/
Watch us: Advice from a Call Center Geek Youtube Channel

  continue reading

Chapters

1. AI Tools in Call Centers (00:00:00)

2. Analytics and Collaboration in BPO Space (00:10:27)

245 episodes

All episodes

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