Best Call Centre Automation Podcasts (2025)

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Ep2 - The 2026 Marketing Shift Every Business Owner Must Prepare For 28:28

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10d ago28:28

28:28

In today’s episode of The Sarah Cordiner Show, we’re diving deep into one of the biggest changes business owners will experience in their lifetime: The tectonic shifts in tech, AI, and automation that are going to completely redefine how you run your business, how you get seen, and how you get paid in 2026. If you’ve been feeling behind, overwhelme…

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Ep1 - Permission To Take Centre-Stage: Leverage a Personal Brand To Build Your Business in The Age of AI 38:36

10d ago38:36

38:36

SEASON 2: Ep1 - Permission To Take Centre-Stage: Leverage a Personal Brand To Build Your Business in The Age of AI This podcast was formally called 'The Course Creators Podcast', now rebranded as 'THE SARAH CORDINER SHOW'... and this is the FIRST episode of this new season... Just as I have obnoxiously named a whole podcast after myself following b…

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How Businesses Are Driving Growth with Contact Centre Software 35:24

12M ago35:24

35:24

In this episode, we're discussing how all businesses can improve efficiency by implementing a modern contact centre software solution. We're again joined by Alec Glassford from APEX Contact Centre Platform and Chris Morton from Your AI Assistants. You'll get: a full behind the scenes, success blueprint for a new Contact Centre and a ton of ideas an…

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How AI is Transforming Call Centres 30:55

1y ago30:55

30:55

In this episode we're chatting about how call centre's are utilising AI to increase their efficiency. We also discuss some of the fears that business owners have around implementing AI, how AI assistants actually work and the costs involved. If you're a small contact centre looking to grow, or a larger business looking for efficiency gains, we've g…

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The Big Shift To Big Business - Overcoming The Common Fears and Challenges of Moving To The Next Bigger Stage in Your Business 1:08:49

2y ago1:08:49

1:08:49

"The Big Shift To Big Business" This is all about Overcoming The Common Fears and Challenges of Moving To The Next Bigger Stage in Your Business. In it, I talk about some of the challenges you might face as you grow bigger and more visible, Dealing with the imposter syndrome and craziness that can come with growth and more success... ...and how to …

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Product recall - how do you instantly scale when it is needed and what are the challenges 22:55

2+ y ago22:55

22:55

Tom and Steve discuss the challenges around scaling up to deal with product recalls and automating the inbound and outbound calls or multichannel responses? With time sensitive recalls that can be public health issues, we talk about how automating this can be scaled instantly from a passive service and triggered when needed. Our latest series of po…

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Multi channel automation all working in harmony 27:49

2+ y ago27:49

27:49

Check out today's episode that is all about multichannel automation and how it's changing the game for customer service. We'll be discussing the latest trends in voicebots, chatbots, SMS and email, and these channels are working in harmony for businesses creating seamless, self-service journeys for customers. Join us for a (we hope) informative cha…

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Voicebots delivering verbal examinations with your teams 22:27

2+ y ago22:27

22:27

A really interesting podcast with Tom and Steve today, around testing your teams knowledge retention for both in house sales or product training or for financial compliance like changes in FCA regulations or similar. We talk about how voicebots can do this with not only fully compliant and live assessment, but also with intelligent prompting for in…

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Charities automating the conversation via voice and chat with Tom houwing 31:00

3y ago31:00

31:00

Tom and I discuss how charities can take advantage of the superb technology of voicebots and chatbots that is being used as common place in more and more businesses, but charities can be behind the curve it using this technology. Ironically these are the organisations who need to save money more and more in this financial climate we are all in at t…

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Speech recognition technology where we have come from and where are we heading. 29:52

3y ago29:52

29:52

In today's podcast we are putting together a potted history of what technology used to look like around in speech recognition used in voice applications and how that has changed. Tom and Steve discuss the history of where it was and why the industry boom of the late 90's failed. Then moving onto the incredible acceleration of the technology now mak…

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Why Conversational Voice Design is key - no matter the voicebot platform. 21:26

3y ago21:26

21:26

Today with Steve and Tom, we discuss conversational voice design. The key requirement for a successful voicebot. No matter what the platform from Genesys to Avaya, wherever there is the facility to build voicebots, the conversational design is so important. We talk about why voicebots are not being used as effectively as they should be, even now, a…

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Voicebot jargon, TTS and all that jazz in conversation 18:53

3y ago18:53

18:53

Talking about all the acronyms and craft of conversation and where all this jargon fits in with the design and build of a voicebot. We discuss the voice artist role in a voicebot and how that adds the human touch. Find out more at https://www.disruptionworks.co.uk/voice-bots Our latest series of podcasts, concentrates on voice and how that is going…

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Debt Collection and Voicebots a proven use case 16:55

3y ago16:55

16:55

As a growing vertical, this whole sector is struggling to scale and still be cost effective. Voicebots are part of a solution that now a reality. no longer is this technology seen as experimental, but it is in use across this sector and should be a move that allows early recovery and a whole new opportunity for smaller consumer debt. Find out more …

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Voicebots and Voicemail Detection - A sticky problem 16:51

3y ago16:51

16:51

Today we are talking about voicebots and the fact that they are smart enough to detect voicemail, a crucial part of any outbound campaign, with increasing accuracy due to the AI incorporated in the logical understanding of this part of an overall dialogue. It is a tricky one when you consider the amount of different shapes and sizes that voicemail …

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Chatbots - the Pros and Cons of building your own 18:04

3y ago18:04

18:04

This is the first in a new series of podcasts that talks in a slightly more technically manner about chatbot/ voicebot production, as well as development projects and everything in between. Introducing Dave Antwis our technical lead, who can offer a more technical standpoint as the series progresses. The first one is a soft start talking about the …

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Voicebots - A Use Case - Debt Collections, how does the bot handle it? 16:49

3+ y ago16:49

16:49

This is one of the most powerful use case for a neat and sophisticated voicebot. With debt collections on the rise, scaling and costing the collection of debt is a tricky service to actually make good margins against. The smaller debts are too costly to collect and the timeslots for success are really tight, but when it does not matter whether you …

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Chatbots - What the self service journey looks like with some examples 20:21

3+ y ago20:21

20:21

Today, we are talking about some real self service journeys that are being applied for clients and how these can transform the way that businesses work and how customers interact. We even mention the now legendary Lobster shack and how that has gone global with a smashing digital solution ... well in theory. Our latest series of podcasts, concentra…

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What's it all about - Virtual Power Agents - Microsoft's approach to chatbots 27:37

3+ y ago27:37

27:37

Today, we discuss Virtual Power Agents, the relatively new chatbot UI from Microsoft. Making it easier to collaborate on chatbots that can be incredibly sophisticated, but also very accessible. Oh and we talk about Sean and Steve's lobster shack... or argue about it! Find out more about these and how they fit an organisation and how they talk to th…

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Voicebots - The impact to organisations has never been stronger. 26:42

3+ y ago26:42

26:42

Today we talk about the impact to an organisation where voicebots have been deployed. It is transformatory and the impact to HR, costs, profits and overall customer experience are simply incredible. If you want to find out more about voicebots, then click here Our latest series of podcasts, concentrates on voice and how that is going to impact the …

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Chatbots - What is the best platform or channel for you? 28:38

3+ y ago28:38

28:38

Today, we talk about the many chatbot platforms that are available. From the large vendors like Google and Microsoft, to the smaller platforms that are simpler and cheaper to deploy. As we are platform agnostic, we give an object view on the different options. We talk about the pros and cons for each approach and what channels are available with ea…

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Chatbots for Charity Fundraising - Working with the team to increase revenue 20:53

3+ y ago20:53

20:53

Today we talk about how a chatbot can help with the fundraising efforts in a charity. From lead generation and prequalification of the type fundraising or donations that a person is interested in and helping with the final conversion into a loyal and engaged donor or supporter. We deal with a human in the loop and how the chatbot can work alongside…

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Voicebots for Utilities - Self service and zero wait times for customers 21:37

3+ y ago21:37

21:37

Today we talk about voicebots for utilities. Lets face it they were never great, but utilities are some of the hardest groups of business to get hold of to get anything done. We talk about some self service journeys and how that might look for your utility operation. Find out more about voicebots here. Our latest series of podcasts, concentrates on…

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Chatbots for education - giving teachers the space to teach 24:19

3+ y ago24:19

24:19

In today's episode we talk about using chatbots in education. As education becomes a more blended digital experience, we talk about helping to deal with how a chatbot can help with safeguarding and general queries to help teachers be aware but also give them space to spend more time teaching. Find out more about chatbots in education here Our lates…

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If only we could talk to the animals.. or even a bench! Well we can with a bot... 17:14

3+ y ago17:14

17:14

Today, we talk about the power of linking the physical world to the digital world with bot technology. It is not complicated but using chatbots and voicebots to talk to a park bench or an animal in the zoo is really powerful. Why not talk to the animals? This technology is now easily accessible and allows for not only a conversation with said park …

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Disruptive eCommerce with David Gadd from Vertical Plus 24:44

3+ y ago24:44

24:44

Today we have a guest, David Gadd from Vertical Plus and we discuss a very disruptive approach to eCommerce. Take what you know about managing your ecommerce and throw it out of the window. David and his team have a wholly different approach for businesses looking to scale their ecommerce sales. Find out more about Vertical Plus here And more about…

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Are you using Google's FREE live chat function? - Learn how to enable this feature for your business 21:20

3+ y ago21:20

21:20

Today, we discuss how to enable and use the power of chat in Google Search and Maps. This is a hugely powerful tool from Google that you should know about and it is free. With additional resource and investment, you can leverage the power of Google to have this automated and as part of your overall communication strategy from the most influential c…

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Working out the value in chatbots and voicebots to your business 25:06

3+ y ago25:06

25:06

Today, we are discussing the value of chatbots and how that is measured, we also touch on voicebots as the principle is the same. But the benefits are a mix of very tangible financial benefits and ones that are intangible or a little more challenging to monitor if not impossible. Find out more about voicebots and chatbots on our site here. Our late…

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South West Expo - A quick review on how we found it. 17:22

3+ y ago17:22

17:22

Slightly different episode today, we were at the South West Expo yesterday and we wanted to quickly chat about it and share our experience and what people were talking to us about. Big should out to Significant Signs in Plymouth for getting us sorted at very short order. Our latest series of podcasts, concentrates on voice and how that is going to …

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Broadcast and Outbound Messaging using chatbots and voicebots 22:52

3+ y ago22:52

22:52

This week, we discuss how chatbots and voicebots are revolutionising how businesses and organisations can reach out to their customers via broadcast messages and outbound automated voice bots calls. We cover the fact that these can be used for a range of messages from reminding appointments or getting members to use a service to stop churn of custo…

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Chatbots - Back to basics, explaining what they are and what they are for. 21:08

3+ y ago21:08

21:08

Today, we are all business, going back to basics on the conversation of chatbots. As part of our education push to help businesses understand what chatbots are and how they can be used in simple terms and will the basics covered. What is a chatbot? What are the benefits to a business? What are the benefits to a customer What is the difference betwe…

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Development, how do you get smart solutions done in your business? 21:01

3+ y ago21:01

21:01

Today, we talk about the challenges that any business is having when it comes to recruiting developers and the current demand outstripping supply. Developers are skilled and essential for the growth of businesses today, but it is a tough question to answer on how do you get your smart solutions built and deployed in business cost effectively and wi…

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Voicebots, IVR, AA Auto Attendants - Jargon Busting - what is it all about? 22:50

3+ y ago22:50

22:50

Today we discuss the to various terms around voice and phone systems such as IVR, AA, Auto Attendants and Voice Bots and Automation. These terms are used quite extensively and it is a bit of minefield so here comes a bit of jargon busting. We explain where you have come across them and what the difference is between the services in technology terms…

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Chatbots and Lead Generation - It is more complex than you think. 27:04

3+ y ago27:04

27:04

We are discussing today lead generation using chatbots. It is something that we have not concentrated on in conversations to date, but is a very strong and useful element of chatbots that is a powerful addition to your overall effort to generate new business into your organisation. We discuss restaurants and hospitality examples as well as how all …

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AI Innovation helping a Conservation Charity 20:43

4y ago20:43

20:43

We discuss today an exciting project using image recognition, that will provide identification of creatures from a snapshot taken and uploaded by a member of the public. Apart from the awareness and engagement that our charity clients will see, there is the host of data that will be available from the usage around species patterns around the identi…

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Voicebots in Insurance - Use cases with results that speak for themselves 19:27

4y ago19:27

19:27

Today, we talk about voicebots in insurance and discuss a couple of effective use cases and how they have helped a real world case study. We talk about the automation of claims journeys and even why the cancellation process can be a valuable journey to automate. Especially with the changes in insurance regulation, the voicebots can add to your comp…

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Chatbots in charities - what are the operational impacts? 19:23

4y ago19:23

19:23

We have discussed the benefits of taking in and answering queries with a chatbot, but we have evidence and experience of chatbots impacting the operational side of a charity. This impact can be around volunteers or working with local partners with referrals in and out of the organisation. Have a listen to the podcast to find out more, but if you ar…

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Two Decades of Voice - Introducing Tom Houwing Voice Solutions Consultant 37:06

4y ago37:06

37:06

We are excited to introduce Tom Houwing to the team at Disruption Works. Tom brings a huge history of expertise in voice and today we have a really in depth conversation about his experience of where voice and voicebots were and where they are today. Tom, studied Music at the Conservatory of Rotterdam. In 1999, after 15 years within the music indus…

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Making Voice Automation Human 18:39

4y ago18:39

18:39

We have all had really poor experiences with Automated voice phone calls, but the technology has moved on and we should no longer accept that as the standard. We discuss today how and what we look at when making a voice automation more human. From conversational nuances to on brand voices. Our latest series of podcasts, concentrates on voice and ho…

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Voice Automation, the impact of automating appointment management 29:22

4y ago29:22

29:22

Another instalment of the chit chat podcast with Sean and Steve, talking about today the challenge that is appointment management using Voice Automation. With people being very precious we have been set the challenge by a business this week of looking at the automation of the appointment journey. This challenge is actually quite easily managed with…

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The essential chatbot for a Gym, what does that look like? 22:27

4y ago22:27

22:27

Welcome to 2022, we hope you are all well and we have picked an opener for this year around an Essential Chatbot for Gyms. We are all trying to get in a better shape in 2022 and to do that of course it seems like the whole world is heading to their local gym. So how as a super busy gym can you get going with a digital helping hand and what does tha…

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2021 Rollup - Discussing the highlights and what is to come in 22. 23:17

4y ago23:17

23:17

We talk about a few highlights of what we talked about in the podcast in 2021 and if they are still relevant at the end of the year and what is to come for the new year in 2022. We discuss the restaurants small talk and why the small stuff matters and has an impact as well as some other of the popular posts that we did this year around chatbots, vo…

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Guided Meditation: Wealth Attraction & Money Attraction Meditation 15:09

4y ago15:09

15:09

This meditation is an extract from my 10-day online challenge "Survive & Thrive", which you can join here: www.sarahcordiner.com/survive Find a quiet place where you can listen to this guided meditation undisturbed, which will help you to attract great wealth and prosperity into your life. You will activate your wealth attraction and money attracti…

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Guided Meditation: Manifest Miracles & Attract Your One Big Goal into Your Life 23:36

4y ago23:36

23:36

This meditation is an extract from my 10-day online challenge "Survive & Thrive", which you can join here: www.sarahcordiner.com/survive Find a quiet place to listen to this powerful guided meditation which will help you to manifest miracles into your life, will help you to use the law of attraction to make your big goals come true for you. Join my…

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Voice automation is great but how can you use it? 23:31

4y ago23:31

23:31

Sean and Steve discuss how voice automation can be used across a few sectors in our podcast today. From being a lie detector to simply automating a booking. Take a listen at our bitesize podcast and see how voice is going to be the norm when it comes to convenient and available customer service operations. Our latest series of podcasts, concentrate…

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Powerful Meditation - Awareness, Purpose & Change Activation To Uncover Your True & Profitable Life Calling 18:18

4y ago18:18

18:18

Powerful Meditation - Awareness, Purpose & Change Activation To Uncover Your True & Profitable Life Calling This meditation comes from my "Survive & Thrive 10-Day Challenge" which will help transform your motivation and wealth attraction. Join the challenge here: www.sarahcordiner.com/survive

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Comms challenges for businesses and charities. 18:47

4y ago18:47

18:47

With our guest speaker today, Ollie Jackman from Agile Comms. We are discussing the challenges for business and charities and how a simple but disruptive approach to how you view your comms can transform these communication challenges. This is a great opportunity to learn more thinking differently about your phone and comms systems with our great g…

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Technology bridging the inclusivity gap, how easy it is to make that happen 16:54

4y ago16:54

16:54

We are discussing how the use of technology such as chatbots, Google Assistant or Alexa can improve inclusivity to your services for generational, disability or ethnic minorities. These are absolutely huge portions of our society that may struggle with sight or hearing impairment or barriers such as language. Particularly as most services and suppo…

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How to get traffic to your chatbot and increase your ROI 20:20

4y ago20:20

20:20

Chatbots are there to do a job, but if they are hidden and not talked about, it is difficult to get the most use from it that your business could have. We discuss how to increase the visibility of your chatbot to the audience that will prefer using this service and how to make sure that this keep working hard for your business or organisation. Our …

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Developers are in short supply and under pressure, so what can you do about it? 17:24

4y ago17:24

17:24

Our increases in digital requirements especially around the changes in working habits and how digital operations are growing exponentially is a really problem. We discuss briefly how and why there are not enough developers in the world, so you have to make the most of this resource and be smarter with how you approach requirements to get the job do…

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Robotic Process Automation (RPA) Where to Start? 18:16

4y ago18:16

18:16

Sean and Steve chat about RPA and how you can start to shortlist and identify the processes that can be automated in a business. We cover some very simple and logical steps, but also do you start with a very large process or something simple? Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years wit…