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Michael Rose

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[PODCAST] Keeping Up With the Customer Experience During COVID-19 w/ Dan Burkland

How do you transition more than 100,000 contact center agents to a work from home setup? And, do it without sacrificing the customer experience?
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[PODCAST] 3 Ways Technology Empowers Contact Centers w/ Michael Ramsey

“Okay, but our contact center is getting the job done as we are. Why should we consider migrating it to the cloud?” It’s a fair question.
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[PODCAST] Master Agents in the Time of COVID-19 w/ Kevin Thomsen and Jake Butterbaugh

Back in December, Zoom had 10 million active users. In March, when they launched their Master Agent program? They had 300 million. In 3 months, they ended up with 30 times as many users as they had before Christmas.
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[PODCAST] Customer Service in the Age of Social Media w/ Frank Wassenbergh & Kevin Sheehan, CloudLinx

Once upon a time, the customer contact center was simple. It was about three things:
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[PODCAST] Acquisitions and Applications: One Year of Success w/ Anand Chandrasekaran pt 1

The last time we had Anand Chandrasekaran on the That’s Genius! Podcast, he had been with Five9 for just over 100 days. Now, he’s closing in on his first year.
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[PODCAST] People Helping People w/ David Cashman

For a lot of people, work from home sounds like a dream. Roll out of bed, put on slippers, grab the coffee and the laptop and just sit in sweats on the couch all day? Who wouldn’t want that?
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[PODCAST] Establishing Great CX Through Strategic Partnerships w/ Andre Schoeman

It’s a little creepy when I consider how much information different companies have on me. But, when an agent from one of those companies uses the provided info to craft a unique experience for me… I have to admit it’s kind of nice.

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