Cloudlinx: The CX Experience

This was one of the more rare conversations where you talk to a person and find out that you align with their beliefs and their values more and more as the conversations goes forward.  In this episode Frank speaks with nobelbiz President Steve Bederman about the industry processes as a whole and NOT the state of technology.  It is more a conversation about his core beliefs that impact everything at nobelbiz from "how their product is sold" to "how it is partnering with companies" all the way to "how they are supporting clients as partners".  I think this is an enjoyable episode to listen to if you are looking for new way to understand how you as a contact center manager should be sold to.

In this episode we have a candid conversation with Donna Bailey-Baratto who is the VP of Customer Support Centres for Wajax.  She speaks openly about the challenges in the CCAAS space and adopting it into her business model.  Donna is a first time CCaaS adopter with a technology situation that forced her to skip two generations to get to CCaaS>  She speaks about the mistakes that she made, the mistakes she avoided by waiting on implementing technology until her processes were ready, how engaging with Cloudlinx helped her and where she thinks the CCaaS space is going.  Very solid conversation!

This conversation features the boys speaking with Author, trainer and CX Enthusiast Charlotte Purvis.  Charlotte stops by to discuss her new book; The Customer Communication Formula.  The book condenses Charlotte's years of work in the CX field creating more powerful and effective means of speaking with clients through the use of her Friendly + Focused + Formal approach to conversation.  It is a very strong story she tells and one that is best summed up with "Advanced Customer Service Professionals don't just "take calls", they manage them with skill and with style.

In this episode the team at Cloudlinx have invited Ritch Caudill and Ric Kosiba from Sharpen with discuss ways in which their platform assists in improving your agents / enablers to better serve your clients.  We will discuss how simply showing enablers their numbers in real time will motivate them more than any gamification platform can.  We always love to have providers on the platform that have a fresh perspective on CX methods and the team at Sharpen has a few unique ideas that are worth hearing out.

The team finally managed to convince Karen Bowman from UJET to join the podcast and discuss the capabilities of their platform.  UJET was purpose built with the agent and client in mind with a particular focus on mobile ready technology for the contact center.  Karen discusses why she joined the organization and how the technology is redefining the CCAAS space.

WE CONTINUE OUR CONVERSATION WITH JIM!  

In this episode, Jim Santiago from the National Restaurant Association discusses what goes into a CCaaS migration.  We will discuss all of the challenges and opportunities for success from the start of the discovery and RFP process all the way through the implementation and steady state.  Jim discusses how Cloudlinx was instrumental in the success of his project and many of the ways that choosing a vendor is difficult if you are not able to see through the sales pitches and how partnering with Cloudlinx enabled him to focus internally on the business while we did the heavy lifting of vendor management.

In this episode, Jim Santiago from the National Restaurant Association discusses what goes into a CCaaS migration.  We will discuss all of the challenges and opportunities for success from the start of the discovery and RFP process all the way through the implementation and steady state.  Jim discusses how Cloudlinx was instrumental in the success of his project and many of the ways that choosing a vendor is difficult if you are not able to see through the sales pitches and how partnering with Cloudlinx enabled him to focus internally on the business while we did the heavy lifting of vendor management.

In a fresh new season of theCXexperience with Cloudlinx; Frank & Kevin have Matthew Saskin as a guest.  Matthew is the VP of Customer Experience with Selligent a unique marketing automation tool that has been built to breakdown silos that exist within an organization.  Selligent empowers the agent to turn simple interactions into powerful engagements.  Selligent Marketing Cloud’s services philosophy is to enable their clients to work in the way that works best for them.  Doesn't every contact cente rlook for ways to reach clients better and more efficiently?  Selligent's tech may be what you are looking for.  Take a listen and we can see if it will help your business.

In this episode Kevin Sheehan invited back Journeyfront's Daniel Ash to give us a complete demonstration of the platform and its capabilities.  We get a great look and insight into how the system allows for better hiring accuracy and how you will avoid the critical hiring mistakes that plague the industry.  Not to mention it shows how you will save a ton of money in the process!

In this conversation we discuss the relationship that the IT team must have with the contact center and its managers to be effective.  We go back and forth between the pandemic response that IT was forced to put together and how the contact center can evolve upon a return to normalcy and even how newer technologies are a blessing and a curse if implemented wrongly or without collaboration between these groups.

This is the complete conversation with Brett Brosseau and Wass where they discuss the capabilities of Noble System to drive productivity, recruiting, agent empowerment and overall client satisfaction by implementing gamification properly and carefully.  This was a fantastic conversation where a lot of ground was covered and a ton of good ideas were shared for customer experience.

Here is the complete conversation with Daniel Ash from Journeyfront. Daniel is the CEO and Co-Founder of Journeyfront which is an extremely dynamic and powerful hiring software that has flipped the hiring values on its ear. They do not focus on efficient and timely hiring (thought they do that as well), they focus on hiring accuracy as it drives your firm's goals with the right people for the job. It is an interesting shift in your focus but the software they are suing is powerful and effective for every manager.

In this conversation Wass and Cary Bush discuss the ways in which Aircall has successfully carved out a beautiful niche for themselves in the CCaaS space.  They have focused on the technology and are making it seamless to integrate with, easy to deploy and completely fault-tolerant with a global feel.  This has allowed them to grow with a stable and reliable platform and partner with best-of-breed suppliers in certain areas like CRM and QA and WFM to compliment their capabilities well.

This podcast episode brings Thea Rasmussen, Vonage Solution Engineer, to the show to discuss their CCaaS strategy and some interesting case studies. The episode seamlessly transitions between interesting case studies for AI, call deflection & the interesting benefits that come Vonage being a UCaaS and SD-WAN provider.  It is impressive to hear what can be done when the services are applied properly with the other acquisitions that Vonage has integrated into the offering for clients.  Thea was a great guest and one that we definitely have to have back on the show.

In this episode Wass speaks with the COO of CommunityWFM, a popular workforce Mmanagement platform, about their platform and its capabilities to improve agent adherence, schedule, productivity and even their roadmap for new product development.  CommunityWFM is developing shrinkage modules, coaching and development modules and has even built in mobile applications that your agents will love.

This is our inaugural episode of THE CX EXPERIENCE with Cloudlinx.  WE WILL GET BETTER! HAHA.  In this episode we are lucky enough to have Cameron Weeks join us.  Cameron is the Co-FOuder and CEO of Edify.  They are a CCaaS provider in our space who has gotten through the evaluation phases to become  partner of Cloudlinx.  In this episode Cameron gives us a guided tour of their business plan, technology stack, product roadmap and overall feature functionality of the Edify platform.  It is a fun conversation that took place at the height of the pandemic's beginning craziness.

Here we have a great conversation with John Lynch, Former CEO and current SVP of Sales (CCaaS) for Serenova.  He gives us amazing insights into the platform, new technologies and acquisitions, strategies for implementing video conferencing into your contact center his take on what we are calling "the worlds largest case study for WAH agents and their efficacy."  We hope you enjoy the listen.

This is part 1 of an eventual 2 part conversation and we discuss how Ringcentral, as a leading UCaaS provider, has chosen to partner with and build upon the InContact platform for CCaaS services.  Frank has a conversation with Max Ball (Director of Product Marketing) who has some unique insights into the platform's capabilities and their strategy for empowering agents and driving up the NPS score for every industry vertical.

In this episode of THe CX Experience Frank has a conversation with Rusty Jensen from Nice InContact.  Rusty is the VP of Revenue Generation at Nice InContact and he discusses the various technologies like artificial intelligence, virtual assistants, gamification and natural language processing that will make your CCaaS experience extremely powerful and will give your agents much more capability to interact with clients.

Here we have a rather in-depth conversation that goes from technical to practical with the team of Jeff Kessler (Channel Executive) and Jason Lowe (Sr. Solution Architect) from Talkdesk.  This conversation is very cool in that we discuss their AWS micro-services architecture and the capabilities it offers a contact center for security, compliance, scale etc.  We also dive into their APP store and the integration capabilities that are available to you.

This is a conversation between the Cloudlinx team and Michael Rose (Director of Brand) and Michael Baillargeon / Mikey B. (Channel Executive) from Five9.  Here we discuss the various strategies, technologies and processes they are using to enhance and empower the experience your customers will have using their technology. This is one of our first podcasts done during the coronavirus pandemic so we are all remote and we are dealing with some audio issues at time but are very excited to air this for your listening pleasure.