Best Call Center Technology Podcasts (2025)

1
Nonprofits and Human-Centered Tech with Elena Yunusov 39:42

4h ago39:42

39:42

In this thought-provoking episode of Agents of Nonprofit, I sit down with Elena Yunusov, founder of the Human Feedback Foundation and former AI advocate at RBC’s Borealis AI lab. Together, we explore the crucial role nonprofits can play in steering artificial intelligence toward ethical, responsible, and human-centered outcomes. Topics We Cover: Wh…

1
Building Donor Relationships One Call at a Time with Kel Haney 43:09

7d ago43:09

43:09

In this heartfelt and tactical episode of Agents of Nonprofit, I speak with Kel Haney, a fundraising coach who champions the old-school power of the phone call. She breaks down why personal calls still work, even in the age of declining answer rates, and how nonprofits can use warm outreach to foster lasting donor relationships. From crafting compe…

1
How Donor-Advised Funds Empower Everyday Generosity with Tammy Kyte 29:50

14d ago29:50

29:50

In this episode of Agents of Nonprofit, I speak with Tammy Kyte of GiveWise, a digital platform that’s reshaping how Canadians approach charitable giving through donor-advised funds (DAFs). From stock donations to crypto, GiveWise is making generosity more flexible, accessible, and joyful—for both donors and the charities they support. Topics We Co…

1
2025 Geek Gauge CCaaS Rankings! 18:24

17d 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
Care Work Deserves Care: Redefining Wellness in the Nonprofit Sector with Loretta Turner 42:13

21d ago42:13

42:13

In this powerful and compassionate episode of Agents of Nonprofit, I sit down with Loretta Turner, a wellness educator and nonprofit advocate, to explore how nonprofit organizations can create sustainable, people-centered work cultures. Together, we dive into the roots of burnout, the importance of embedding care into organizational strategy, and h…

1
Using Authentic Content to Amplify Impact with Daniel Francavilla 44:30

28d ago44:30

44:30

In this episode of Agents of Nonprofit, I'm joined by Daniel Francavilla to explore the intersection of marketing, storytelling, and nonprofit success. We discuss the critical role of strategic messaging, thought leadership, and authentic storytelling in helping organizations connect with their audience and drive real change. Topics We Cover: How a…

1
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…

1
Using Athletics to Give Kids a Fair Shot at Success with Khalid Cannon 41:22

1M ago41:22

41:22

In this episode of Agents of Nonprofit, I sit down with Khalid Cannon to discuss how sports and community mentorship can help children of incarcerated parents break free from societal stigma. Through long-term mentorship, structured funding, and a business-minded approach, the organization ensures kids have the opportunity to thrive beyond their ci…

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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…

1
The Future of Nonprofit Training with Carmen Reis 41:54

1M ago41:54

41:54

In this episode of Agents of Nonprofit, I sit down with Carmen Reis to explore the critical role of training in nonprofit success. The conversation also delves into AI’s growing influence in nonprofit education and the long-term benefits of investing in professional development. Topics We Cover: Why specialized training is essential for nonprofit p…

1
Community-Centric Fundraising: A New Era for Nonprofits with Maria Rio 29:59

2M ago29:59

29:59

In this episode of Agents of Nonprofit, we welcome Maria Rio to explore Community-Centric Fundraising (CCF)—a fresh, equity-driven approach to fundraising that prioritizes the needs of the community over individual donors. Maria breaks down the ten principles of CCF, compares it to traditional donor-centric models, and shares actionable insights fo…

1
Mental Health and Mentorship in the MENASA Community with Nagi Alsubai 39:10

2M ago39:10

39:10

In this episode of Agents of Nonprofit, host Alexander Lapa speaks with Nagi Alsubai, founder of Peer Minds, a nonprofit dedicated to supporting mental health in the Middle Eastern, North African, and South Asian (MENASA) communities. Nagi shares his personal journey, from struggling with mental health stigma to creating a peer mentorship program t…

1
The Real Path to Sustainable Fundraising with Leigh Sandison 42:54

2M ago42:54

42:54

How can nonprofits build stronger, long-term donor relationships? In this episode of Agents of Nonprofit, I sit down with Leigh Sandison, founder of Real Path, to discuss the importance of modernizing donor engagement strategies. Leigh shares insights from her journey in both corporate and nonprofit sectors, highlighting the gaps she noticed in fun…

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
Why Staff Are Leaving & How to Fix It with Cindy Wagman 47:55

2M ago47:55

47:55

The nonprofit sector is facing a major HR crisis, with high turnover rates and a shortage of experienced professionals. In this episode of Agents of Nonprofit I speak with Cindy Wagman about the root causes of these challenges and explores innovative solutions like fractional fundraising. Whether you're a nonprofit leader, consultant, or industry p…

1
How Maverick Leadership Drives Nonprofit Innovation with Sharon Lee 48:18

3M ago48:18

48:18

In this episode of Agents of Nonprofit, I'm joined by Sharon Lee, a nonprofit leader with over 20 years of experience. With the Canadian Pulmonary Fibrosis Foundation, Sharon challenges outdated industry practices and embraces innovative strategies to increase engagement and funding. Topics We Cover: How Sharon’s unexpected career shift led her to …

1
Smarter Fundraising Strategies for Nonprofits with Jessie Katz 38:11

3M ago38:11

38:11

In this episode of Agents of Nonprofit, I sit down with fundraising expert Jessie Katz to uncover the secrets of quick wins in nonprofit fundraising. From high-ROI fundraising events to long-term donor engagement tactics, this conversation is packed with actionable insights that can transform any nonprofit’s fundraising approach. Topics We Cover: J…

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…

1
How Emotional Intelligence Shapes Leadership with Jennifer Gardner 41:51

3M ago41:51

41:51

In this episode of Agents of Nonprofit, I sit down with Jennifer Gardner, a former trial lawyer turned leadership coach, to discuss the vital role of emotional intelligence, empathy, and storytelling in effective leadership. Jennifer shares her journey from the courtroom to coaching, revealing how neuroscience and persuasion techniques can help non…

1
Expert Email Marketing Tips for Nonprofits with Katelyn Baughan 38:29

3M ago38:29

38:29

In this episode of Agents of Nonprofit, I welcome Katelyn Baughan, founder of KB Digital, to explore the untapped potential of email marketing for nonprofits. Katelyn shares her journey from the tech world to nonprofit marketing and dives deep into strategies that drive engagement, retain donors, and boost fundraising success. Topics We Cover: Kate…

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
Mentorship, Recovery, and Empowerment with Ken Miller 50:13

4M ago50:13

50:13

In this powerful episode of Agents of Nonprofit, I speak with Ken Miller, whose life journey is nothing short of transformative. After overcoming a tumultuous childhood, addiction, and time in prison, Ken turned his life around to become a mentor and advocate for young Black men facing similar challenges. Ken’s story highlights the importance of se…

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
Redefining Parental Leave in Nonprofits with Lacey Kempinski 35:36

4M ago35:36

35:36

In this insightful episode of Agents of Nonprofit, I'm joined by Lacey Kempinski, a former fundraiser turned entrepreneur, to explore the evolving concept of work-life balance in the nonprofit sector. Lacey shares her personal journey of navigating motherhood while maintaining her career and the founding of Balanced Good, a company that supports no…

1
AI Through the Eyes of an 11-Year-Old: Ruby’s Insightful Take on the Future of Work and Play 29:09

4M ago29:09

29:09

In this special New Year episode of Agents of Nonprofit, I'm joined by my niece Ruby for a refreshingly candid conversation about artificial intelligence, technology’s impact on jobs, and the possibilities of a utopian future. Ruby, a bright and curious sixth-grader, shares her concerns about robots replacing humans in the workforce and discusses h…

1
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…

1
Crafting Government Relations Strategies for Nonprofit Impact with Puneet Luthra 50:21

4M ago50:21

50:21

In this episode of Agents of Nonprofit, I speak with Puneet Luthra, a government relations expert with a deep commitment to the nonprofit sector. Puneet discusses the critical role these relationships play in influencing policy, securing funding, and driving change on social issues. Drawing from his wealth of experience, Puneet provides practical a…

1
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…

1
A Mindset for Wellness and Impact with Jarrett Ransom 47:44

5M ago47:44

47:44

In this insightful episode of Agents of Nonprofit, I sit down with Jarrett Ransom, affectionately known as "The Nonprofit Nerd," to discuss her passion for nonprofit work, her unique journey, and her philosophy on fostering wellness and abundance within the sector. Together, we explore the importance of moving away from scarcity-driven mindsets, em…

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
Donor-Centric Messaging That Works with Caroline Griffin 36:30

5M ago36:30

36:30

In this episode of Agents of Nonprofit, I chat with Caroline Griffin about the transformative power of donor-centric messaging. Caroline shares her unique journey from aspiring Broadway performer to nonprofit professional, weaving together her passion for communication and storytelling. This conversation offers actionable tips for strengthening don…

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…

1
How Three Students Created a Lifeline for Ukrainian Refugees with Emma Cotner 23:32

5M ago23:32

23:32

In this episode of Agents of Nonprofit, we welcome Emma Cotner, co-founder of Learn and Earn, an inspiring initiative providing essential online education resources to Ukrainian refugee students affected by the Ukraine-Russia conflict. Emma discusses the program’s unique approach to supporting students aged 9-16 with critical resources like Chromeb…

1
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
Exploring AI’s Role in the Future of Giving with Ben Freda 51:32

5M ago51:32

51:32

In this episode of Agents of Nonprofit, I sit down with Ben Freda, a former corporate lawyer turned nonprofit leader, to discuss his transformative journey into mission-driven work. We dive into the potential of AI in nonprofits, the ethical implications of advanced AI, and the steps organizations can take to harness technology for meaningful impac…

1
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…

1
Transforming Nonprofit Marketing from Bland to Bold with Christina Edwards 39:49

6M ago39:49

39:49

In this episode of Agents of Nonprofit, I dive into an insightful conversation with Christina Edwards, a seasoned consultant specializing in nonprofit marketing and fundraising. Christina challenges nonprofits to embrace agility, risk-taking, and genuine connection to better reach and resonate with today's audiences. Topics We Cover: Christina’s jo…

1
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.…

1
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,…

1
Measuring and Communicating Real Impact with Sheri Chaney Jones 35:50

6M ago35:50

35:50

In this episode of Agents of Nonprofit, I sit down with Sheri Chaney Jones, a leader in impact measurement for nonprofits, to discuss how data-driven strategies can strengthen nonprofit credibility, improve program effectiveness, and increase funding opportunities. Sheri shares her "renaissance of relevance" framework, highlighting why nonprofits m…

1
Building Safe Spaces, Mentorship, and a Legacy of Support with Aisha Addo 42:50

6M ago42:50

42:50

In this inspiring episode of Agents of Nonprofit, Alexander Lapa sits down with Aisha Addo, the visionary founder of Power to Girls, a nonprofit organization providing safe spaces and holistic support for Black and marginalized girls in Canada and Ghana. Aisha shares her personal journey, from overcoming societal expectations to establishing an org…

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…

1
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.…

1
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…

1
Building Sustainable Nonprofit Workplaces with Candice Elliott 45:43

6M ago45:43

45:43

In this episode of Agents of Nonprofit, I welcome Candice Elliott, an expert in nonprofit employee wellness, to explore how organizations can better support their teams’ mental well-being. Candice shares insights on how nonprofits can enhance social infrastructure, offer meaningful non-monetary compensation, and adapt to evolving workplace dynamics…

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Securing Your Role: Why Nonprofit Leaders Need Employment Contracts with Sean Kosofsky 29:29

7M ago29:29

29:29

In this episode of Agents of Nonprofit, we're with Sean Kosofsky, an activist and nonprofit expert, to discuss the vital role employment contracts play in protecting nonprofit executives, especially Executive Directors. With practical advice on navigating contract negotiations, Sean highlights the importance of ensuring job security, avoiding board…

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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…

1
Buillding Community-Driven Change Through Literacy with Camesha Cox 43:53

7M ago43:53

43:53

In this episode of Agents of Nonprofit, I speak with Camesha Cox, the founder of The Reading Partnership, a nonprofit transforming the literacy landscape for marginalized families in Canada. Camesha shares her journey from working in the UK to establishing The Reading Partnership in Toronto, emphasizing the power of community-driven solutions in ta…

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…

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Call Center Technology Podcasts

Podcasts Worth a Listen