The Contact Center Gurus – Details, episodes & analysis

What happens when AI meets the human side of customer experience?

In this episode, we discuss:

How to break down silos across voice, email, chat, and social

Where AI is making the biggest impact today (agent assist, routing, analytics)

Why balancing automation with empathy is the real differentiator

How CX leaders can shift from cost centers to revenue drivers

Hidden costs of tech sprawl and the smarter way forward

Why security and compliance can make or break CX

💡 Pat Reetz, Chief Growth Officer at LinkLive, brings 20+ years of experience in product, marketing, and digital transformation, shaping CX solutions in highly regulated industries like healthcare and finance.

🎧 Subscribe to The Contact Center Gurus Podcast for more insights from CX innovators.

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

Host: Darren Prine
Guests: Brad Garner & Aaron Symbolik (Krista)

What can AI really do for enterprises right now? Spoiler: it’s far more than chatbots and hype. In this episode, we dive into real-world wins, missed opportunities, and why leaders can’t afford to “wait and see” when it comes to AI adoption.

Key topics include:

Enterprise-wide AI impact: beyond ChatGPT

How AI solves bottlenecks across knowledge, documents, decisions, and people

Case Study 1: A national alarm company saving $1M+ a year on truck rolls

Case Study 2: A title agency automating 9 forms for faster closings

Co-Pilot vs Autopilot: from AI assist to end-to-end automation

The “Star Trek computer” vision—is it closer than we think?

Why “wait and see” on AI is a career-limiting move

ROI proof: replacing 6+ FTEs with AI for less than the cost of one

Guest Bios:

Brad Garner – Senior Strategist at Krista, helping organizations unlock enterprise automation and streamline operations.

Aaron Symbolik – Head of Solutions at Krista, passionate about translating business needs into AI-powered wins.

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

In this episode you will learn how to explain AI in simple business terms to your leadership; why this category of technology is so exciting and deserves all the attention it is getting right now; and why you and your leadership 

should stop "shopping for AI" solutions or saying "we already have an AI solution". 

You will learn smart questions to ask AI solution vendors and how to define an initial use case that will produce business value. You will learn how to tell the difference between "real" AI technology that is relevant to you and marketed AI that is meaningless.

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

In this podcast you’ll hear about motivations for up and coming CS leaders, the support, structure and touchpoints needed to help them develop and some of the projects that they can look to co-own as part of their development.

You  can reach Eddie on Linkedin Here: https://www.linkedin.com/in/eddie-christian/

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

In this session you will learn ways to create micro learnings in order to train agents on a short program, new process, or a new line in a cost-effective manner and at the same time check for understanding.

What is microlearning?

How do you create microlearning courses?

Is microlearning for everyone?

You can reach Mark on Linkedin here: https://www.linkedin.com/in/marknick/

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

Summary of what you will learn:

1. How to Transform your Support Team to becoming more Proactive and Engaged
2. What are some tools being used to Elevate your Support Team to the Next Level
3. Moving from a Cost Center to a Revenue Generating Center

You can reach Emre via Linkedin here: 

https://www.linkedin.com/in/emretekoglu/

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

The results from the survey will help companies cut through the noise and understand industry best practices. In addition, it will help executives understand:

-How they stack up to their peers

-Why companies have and haven't adopted AI

-What were the results by those who have adopted AI

-Cost/benefit data

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

In This Episode You Will Learn:

• The New Working From Home Dynamics.
• How it allows you to hire the best and how to keep everyone feeling like part of a team.
• How Workforce Engagement Management Tools are a Must Have
• Keeping Employees Morale Up
• And More....

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

 Today's Episode, you will learn about:

- Why your potential customers still want to talk to a salesperson (even though its "dangerous")

- Priorities for ensuring your team fundamentally succeeds 

- When to start thinking about adding technology to scale your sales operation

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.

What You Will Learn:

• Why coaching is critical to contact center success.
• How our evolution as hunter-gathers is preventing your team managers from coaching well.
• What skills your team managers must develop to coach effectively.
• What a cohesive coaching system looks like.
• Why measuring coaching activity and quality is the key to success.

Episode Sponsors

www.supportlogic.io

www.balto.ai/guru

www.ozonetel.com

www.cloudtechgurus.com 

#balto #supportlogic #ozonetel #cloudtechgurus #cx #customerexperience #contactcenter #AI #NLP #CCaaS #QA #QM

Produced by Darren Prine and the Cloud Tech Gurus team. Subscribe for more insights from industry leaders.