Best Call Center Technology Podcasts (2025)

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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
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
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
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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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
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
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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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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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
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
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…

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
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
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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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…

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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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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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…

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

8M 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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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…

1
Sean Pennington 57:40

9M 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…

1
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…

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

10M 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…

1
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…

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A Dose of Hope and Optimism as We Answer the Call to Address Our Toughest Social Impact Challenges 56:08

10M ago56:08

56:08

"You can only scare people so much, and if you scare them too much, they move to inaction." On this episode of There’s a Lesson in Here Somewhere, Geof Rochester, founder of GRC Advising, discusses the importance of thoughtful sustainability and social impact goals. From renewable energy to healthcare, explore how individuals and corporations are t…

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Adapting to the Future of Contact Center Outsourcing- Lessons Learned for All 28:59

10M ago28:59

28:59

Send us a text The contact center industry is evolving, and with that evolution, contact centers of all types are starting to learn valuable lessons. In this episode, we'll dive into how the BPO landscape is changing, what these changes mean for customers, and the latest AI tools you should be asking for in your outsourcing RFPs. Don’t let the titl…

1
Navigating Uncertainty: Insights on the Future of the USA with Greg Kelly of News Max 59:35

10M ago59:35

59:35

🎙️ Tune in to "Peace Starts With Me" Podcast with Demian Dunkley In today’s rapidly changing world, the importance of safeguarding your family and children has never been more critical. With uncertainties on the horizon, it’s essential to stay informed and prepared. 📢 Today's Guest: Greg Kelly Join us as Demian Dunkley interviews Greg Kelly from Ne…

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EP 1# - Demian Dunkley in Conversation with Rev. Dennis Anthony Dillon, President of The New York Christian Times 1:02:22

10M ago1:02:22

1:02:22

Media Alert : 🎙️Join your host “Demian Dunkley, ” on the “Peace Starts With Me Podcast,” inspired by the vision of Dr. Hak Ja Han Moon, affectionately known as the Mother of Peace. This powerful and exciting podcast which features: Rev.Dennis Anthony Dillon (born June 20, 1959) is an American minister, journalist, publisher, and community activist.…

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Everything We Learned from Starting An AI CX Company - OttoQa 20:16

11M ago20:16

20:16

Send us a text Join us as we dive into the journey of founding and growing OttoQa, a cutting-edge AI-powered Customer Experience (CX) company. In this episode, we'll share our firsthand experiences, lessons learned, and the challenges we faced in building a fully automated QA platform. Discover the strategies and insights that helped us innovate in…

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Sizzle Alert : Demian Dunkley Interviews Rev Dennis Dillon : Sizzle Alert 0:30

11M ago0:30

0:30

Sizzle Alert : 🎙️Join your host “Demian Dunkley, ” on the “Peace Starts With Me Podcast,” inspired by the vision of Dr. Hak Ja Han Moon, affectionately known as the Mother of Peace. This powerful and exciting podcast which features: Rev.Dennis Anthony Dillon (born June 20, 1959) is an American minister, journalist, publisher, and community activist…

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Celebrating Peace Makers Count Down 2:20

11M ago2:20

2:20

"Welcome to the Peace Starts With Me Podcast! This is our live test and tech run, where we're setting the stage for a series of inspiring and transformative episodes. Today, we're making sure everything is working perfectly so that we can bring you the best content in the future. - Staff Thanks for listening !! Follow us on X, IG and www.PeaceStart…

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How One Man Rescued a Homeless Couple from the Streets 1:34:36

11M ago1:34:36

1:34:36

On this episode of There’s a Lesson in Here Somewhere, Minister Tashkovich shares the impactful and emotional story of helping a homeless couple off the streets. A former Minister for Foreign Investment of Macedonia, Minister Tashkovich reflects on Doris Buffet's philosophy of providing a "hand up, not a handout," and delves into the tedious proces…

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Mastering QA: Crafting the Perfect Contact Center Quality Assurance Forms 25:28

11M ago25:28

25:28

Send us a text What if you could transform your call center’s efficiency and agent performance overnight? This episode guarantees you’ll walk away with actionable insights on crafting the ultimate QA forms for both voice and chat channels. We’ll guide you on defining the crucial goals for your QA forms, such as enhancing agent performance, ensuring…

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Key Insights for Developing Emotional Resilience in Your Organization with World Cares Center 56:31

11M ago56:31

56:31

In this episode of There's a Lesson in Here Somewhere, we speak with Lisa Orloff, Founder of World Cares Center, about helping people in high stress work environments develop emotional resilience, and how that can apply to any individual and workplace. We also discuss the work that Lisa and her team does to train citizens to be Ready Responders and…

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How You Can QA Contact Center Calls Using ChatGPT (Desktop) 16:04

12M ago16:04

16:04

Send us a text In this ACG episode, we dive into the transformative impact of AI on customer service QA. Hosted by Tom Laird, the CEO of Expivia Interaction Marketing Group and OttoQa, this session explores how ChatGPT and Claude 3 enhance call analysis and agent performance monitoring. Discover effective system prompting and its role in refining q…

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Helping People Thrive by Integrating DEI and Employee Wellbeing into Corporate Culture 59:45

12M ago59:45

59:45

Join us for this episode of There's a Lesson in Here Somewhere as we speak with Jennifer Ketchens of Emergence Consulting about cultivating a workplace where employees can thrive and feel genuinely valued. The conversation focuses on employee wellbeing, DEI strategies, allyship, and developing and retaining a diverse talent pool.…

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Exposed: The Unvarnished Truth About AI Deployment in Contact Centers 22:41

1y ago22:41

22:41

Send us a text Are you overwhelmed by the relentless push to overhaul your contact center with AI? Let's clear the air about the real impact of AI in this industry. My recent talks reveal a surprising fact: many companies are not rushing into AI as believed. In reality, few have a detailed plan or have started implementation. Join me in a practical…

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Will Auto QA Platforms End the Era of Traditional CX Analytics? 19:22

1y ago19:22

19:22

Send us a text Tune into our latest ACG podcast episode, "Will Auto QA Platforms End the Era of Traditional CX Analytics?" where we dive into the world of customer experience analytics. We’ll explore and compare the tools and techniques behind both Auto QA platforms and traditional analytics methods. This friendly chat is packed with insights about…

1
How Songwriting Can Boost Mental Health 54:33

1y ago54:33

54:33

Join us as we speak with Peter Carucci and Becki Davis of the band The Four26 (https://thefour26.com/) to discuss their initiative, Share Your Story, where they guide diverse groups—including veterans, seniors, youth, and prisoners—through the songwriting process. By delving into personal experiences, memories, traumas, and emotions, participants c…

1
Tips to Disrupt your Service Desk with Technology and Tactics 47:50

1y ago47:50

47:50

Send us a text Join Tom in this insightful podcast episode recorded at the HDI Philly event held at Princeton University. Delve into groundbreaking strategies and cutting-edge technologies, including AI, to revolutionize your service desk operations. Drawing from his leadership at Expivia, where he expanded the team to over 600 professionals, and h…

Podcasts Worth a Listen

Call Center Technology Podcasts

Podcasts Worth a Listen