Start / CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers / Looking at recent cx changes through the eyes of contact center managers with sheila mcgee smith founder president and principal analyst mcgee smith analytics

CX Pulse Podcast | Insights on Customer Experience, AI, WFM, Customer Service, Customer Satisfaction & Contact Centers

Looking at Recent CX Changes through the Eyes of Contact Center Managers with Sheila McGee Smith, Founder, President and Principal Analyst, McGee-Smith Analytics

9 min • 3 augusti 2021

Customer behavior and expectations digitally transformed during the pandemic. Learn what unique long-term implications will impact your contact center operations and CX priorities moving forward.

Senaste avsnitt

How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?

28 mars 2024 | 16 min

Driving Growth Through Exceptional Customer Experiences

14 mars 2024 | 23 min

How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives

29 februari 2024 | 15 min

The Intelligence Powering Smart Intelligent Virtual Assistant (IVA) with Beth Schultz of Metrigy

12 januari 2023 | 9 min

The Future of CX Lies in Science

5 januari 2023 | 16 min

Renaissance of Contact Centers with Oru Mohiuddin at IDC

15 december 2022 | 14 min

Creating a Low-Effort Experience To Optimize Loyalty

8 december 2022 | 15 min

AI Machine Learning Fuels the Future

1 december 2022 | 16 min

Digital Centric Approach to Agent Experience

17 november 2022 | 13 min

Helping Humans Be Heroes in the Age of Automation

10 november 2022 | 15 min

The Ultimate Purpose of WFM

22 september 2022 | 9 min

Bonus Episode: Key Takeaways from EP18 with our host, Amelia Rose Earhart

15 september 2022 | 5 min

Bonus Episode: Key Takeaways from EP15 with our host, Amelia Rose Earhart

1 september 2022 | 6 min

Bonus Episode: Key Takeaways from EP21 with our Host, Amelia Rose Earhart

25 augusti 2022 | 5 min

Pushing Boundaries with Advanced Automation Technologies

18 augusti 2022 | 13 min

Providing Proactive CX

11 augusti 2022 | 15 min

Secrets of the Data Rich and Savvy

4 augusti 2022 | 12 min

What’s next for conversational AI?

21 juli 2022 | 11 min

Journey Orchestration: How Does It Fit into a Company's CX Strategy?

14 juli 2022 | 8 min

Successful Agents Yield Happy Customers

7 juli 2022 | 15 min

AI in Action: Making it Real in Contact Centers

30 juni 2022 | 20 min

Increase Customer Loyalty with Customer Journey Mapping

23 juni 2022 | 13 min

Make Chatbots Smart to Improve CX

16 juni 2022 | 11 min

Building Blocks to Boost Agent Retention & Performance

9 juni 2022 | 9 min

What should you expect from an enterprise-grade attended RPA solution

23 maj 2022 | 15 min

Should We Educate Agents on AI?

16 maj 2022 | 14 min

Top Contact Center Investments in 2022

9 maj 2022 | 12 min

The Importance of Culture in an Organization

2 maj 2022 | 11 min

Consistent and Predictable CX

25 april 2022 | 16 min

Contact center and AI: Making real-world progress

18 april 2022 | 15 min

It’s time to rethink CX: Satisfying Customers at their Moment of Need

11 april 2022 | 9 min

Why Do Many Knowledge Management Programs Fail?

19 oktober 2021 | 10 min

Random Acts of Automation and Other Pitfalls on the Road to Digital Transformation

12 oktober 2021 | 9 min

How to Relieve the Pain of Your Quality Program

5 oktober 2021 | 5 min

Where Have All Your Agents Gone? Practical Tips for Optimizing Your Remote Workforce with Jill Blankenship, CEO of Frontline Group LLC

28 september 2021 | 9 min

The Intersection of AI and RPA: Understanding the Ethical Implications of the New Digital Crossroads

21 september 2021 | 10 min

Looking at Recent CX Changes through the Eyes of Contact Center Managers with Sheila McGee Smith, Founder, President and Principal Analyst, McGee-Smith Analytics

3 augusti 2021 | 9 min

Contact Center Engagement Wins with Gamification with Paul Stockford, Founder, President and Chief Analyst, Saddletree Research

27 juli 2021 | 11 min

Moving Contact Center Technology to the Cloud featuring Art Schoeller, Vice President and Principal Analyst, Forrester Research

16 juli 2021 | 8 min

The Power of a Strong Robotics Process Automation (RPA) Center of Excellence (COE) with Molly Walker, Business Excellence Manger, PSCU, a Credit Union Servicing Organization

14 juli 2021 | 6 min

What Will the New Hybrid Workforce Look Like in Your Contact Center? Find out with Donna Fluss, President, DMG Consulting.

7 juli 2021 | 12 min

Empowering Agile Staffing Practices in Your Contact Center with Donna Fluss, President, DMG Consulting.

30 juni 2021 | 13 min

The True Digital Experience Everyone Expects, with Maribel Lopez Founder of Lopez Research

24 juni 2021 | 11 min

The State of Personalization on the Path to CX Leadership, with Omer Minkara, VP & Principal Analyst, Aberdeen

11 juni 2021 | 10 min

Looking at Recent CX Changes through the Eyes of Contact Center Managers with Sheila McGee Smith, Founder, President and Principal Analyst, McGee-Smith Analytics

Senaste avsnitt

How Should We Use Digital and AI To Reduce Costs and Drive Efficiency?

Driving Growth Through Exceptional Customer Experiences

How Brands Can Leverage Outsourcing To Drive Customer Journey and Fund Their Digital Initiatives

AI’s Impact on Agent Performance and Satisfaction

Balancing Efficiency With Empathy in Customer Experience

The Importance of Customer Feedback for Business Growth

How Do CX Leaders Accelerate Decision Velocity With AI?

Innovation in the Ever-Evolving Landscape of CX

Generative AI: Empowering Employees and Managers To Be More Engaged

Mastering the Customer Journey: From Experience to Advocacy

Unlocking the Transformative Power of AI in Customer Experience

The Correlation Between Customer Satisfaction and Profitability

Leveraging Digital Channels in Today’s Ever-Evolving Workspace

Making CX Simple With a Structured Approach

WEM Innovations To Improve Agent Engagement

Increase Customer Engagement With Self-Service and Knowledge Management

Key CX Areas Where Companies Should Be Investing

Generating Empathy With AI in Contact Centers

It’s Time To Give Customers What They Deserve

How AI Accelerates Self-Service Success

Voice of the Customer as a CX Engine

Detecting Fraud Through Agent Training and AI Tools

Using Customer Science for Best CX Outcomes

Converging and Diverging: Customer Experience & Customer Success

Doing More With Less in the Contact Center

Improving the Relevance of AI for CX

Reimagining Experience Ecosystems

The CX Leader as a Change Agent

The Powerful Combination of AI and Human Capability

AI in the Contact Center

The Science Behind Customer Behavior

The Importance of Digital Empathy

Satisfying The Customer's Need For Speed with Expert and Author Jay Baer

The Intelligence Powering Smart Intelligent Virtual Assistant (IVA) with Beth Schultz of Metrigy

The Future of CX Lies in Science

Renaissance of Contact Centers with Oru Mohiuddin at IDC

Creating a Low-Effort Experience To Optimize Loyalty

AI Machine Learning Fuels the Future

Digital Centric Approach to Agent Experience

Helping Humans Be Heroes in the Age of Automation

The Ultimate Purpose of WFM

Bonus Episode: Key Takeaways from EP18 with our host, Amelia Rose Earhart

Bonus Episode: Key Takeaways from EP15 with our host, Amelia Rose Earhart

Bonus Episode: Key Takeaways from EP21 with our Host, Amelia Rose Earhart

Pushing Boundaries with Advanced Automation Technologies

Providing Proactive CX

Secrets of the Data Rich and Savvy

What’s next for conversational AI?

Journey Orchestration: How Does It Fit into a Company's CX Strategy?

Successful Agents Yield Happy Customers

AI in Action: Making it Real in Contact Centers

Increase Customer Loyalty with Customer Journey Mapping

Make Chatbots Smart to Improve CX

Building Blocks to Boost Agent Retention & Performance

What should you expect from an enterprise-grade attended RPA solution

Should We Educate Agents on AI?

Top Contact Center Investments in 2022

The Importance of Culture in an Organization

Consistent and Predictable CX

Contact center and AI: Making real-world progress

It’s time to rethink CX: Satisfying Customers at their Moment of Need

Why Do Many Knowledge Management Programs Fail?

Random Acts of Automation and Other Pitfalls on the Road to Digital Transformation

How to Relieve the Pain of Your Quality Program

Where Have All Your Agents Gone? Practical Tips for Optimizing Your Remote Workforce with Jill Blankenship, CEO of Frontline Group LLC

The Intersection of AI and RPA: Understanding the Ethical Implications of the New Digital Crossroads

Looking at Recent CX Changes through the Eyes of Contact Center Managers with Sheila McGee Smith, Founder, President and Principal Analyst, McGee-Smith Analytics

Contact Center Engagement Wins with Gamification with Paul Stockford, Founder, President and Chief Analyst, Saddletree Research

Moving Contact Center Technology to the Cloud featuring Art Schoeller, Vice President and Principal Analyst, Forrester Research

The Power of a Strong Robotics Process Automation (RPA) Center of Excellence (COE) with Molly Walker, Business Excellence Manger, PSCU, a Credit Union Servicing Organization

What Will the New Hybrid Workforce Look Like in Your Contact Center? Find out with Donna Fluss, President, DMG Consulting.

Empowering Agile Staffing Practices in Your Contact Center with Donna Fluss, President, DMG Consulting.

The True Digital Experience Everyone Expects, with Maribel Lopez Founder of Lopez Research

The State of Personalization on the Path to CX Leadership, with Omer Minkara, VP & Principal Analyst, Aberdeen