『Always On CX:EX』のカバーアート

Always On CX:EX

Always On CX:EX

著者： Voca by AudioCodes
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Welcome to Always On CX:EX, the podcast designed specifically for Contact Center and IT leaders like you. We know that your role is pivotal in ensuring seamless support for both your contact center reps and your valued customers, all while managing the intricate web of technology that keeps everything running smoothly. In each episode, we dive deep into strategies and insights aimed at helping you continuously elevate your customer experience, enhance your agent experience, and maintain the stability of your contact center. We understand that you simply can't afford for any aspect of your operation to falter, and that's why we're here to provide practical tips and solutions to keep your customer and employee experience always on point. Join us as we explore the strategies, tools, and technologies that will help you keep your customer and employee experience always on.© 2024 Always On CX:EX マネジメント マネジメント・リーダーシップ 経済学
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  • Teams Can Run Your Contact Center. Here's How to Know If It Should. | Ep. 28

    Teams Can Run Your Contact Center. Here's How to Know If It Should. | Ep. 28
    2026/05/21
    Sometimes, the part of the business that ends up driving the most growth is the part you didn't plan for. Sam Hasson and Tinkle started out selling cloud communications and Microsoft Teams telephony. Then customers kept asking the same question: Can it do contact center, too? Today, the contact center practice is the fastest-growing part of the business.ㅤOn this episode, Jon Zoltie, host of Always On CX:EX and contact center SME for EMEA at AudioCodes, sits down with Sam to break down when Microsoft Teams actually works as a contact center, where the mid-market sweet spot lives, and what to look at if you're starting to question whether your current setup still makes sense.ㅤThey get into the 250 to 3,000 user band where this story plays out most often, the hidden cost of bolting third-party CX platforms onto Teams, the single fabric problem of connecting back office, front of house, and contact center, and why being late to mention AI in a conversation might be the most refreshing thing about it.ㅤ👤 Guest BioSam Hasson is co-founder and Chief Revenue Officer of Tinkle, a Leeds-based AI communications service provider that delivers cloud telephony, managed Microsoft Teams Direct Routing, and contact center AI to UK SMEs and mid-market customers through an exclusive channel of MSPs and resellers. Founded in 2017 alongside Joseph Flahive, Tinkle has built its Teams voice and contact center stack in partnership with AudioCodes. Sam has more than 15 years of commercial experience across UK managed IT and communications, and is a regular voice on the UK channel stage at events such as Channel Live.ㅤ📌 What We CoverㅤHow Tinkle ended up in the contact center was because customers pulled them in, not because they planned to be thereThe 250 to 3,000 user mid-market sweet spot for Microsoft Teams as a contact center platformA recent UK legal sector win at around 1,400 employees, and why the 100 customer-facing users are the real storyWhy bolting a third-party CX platform onto Teams comes with what Sam calls "an extra pop" The difference between integrating with Teams and being native in Teams, and when each one mattersHow Microsoft's closing of the workaround for free presence integration about a year ago changed the buying calculusConnecting back office, front of house, and contact center on a single presence fabricWhy leading with AI features misses what mid-market customers actually want from a contact center platformㅤ🔗 Resources MentionedTinkleAudioCodesㅤGet Started with Voca CIC👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
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    19 分
  • The Hidden Work That Makes a CCaaS Migration Successful | Ep. 27

    The Hidden Work That Makes a CCaaS Migration Successful | Ep. 27
    2026/03/13
    When contact centers migrate to Microsoft Teams, the technology itself is rarely the bottleneck. The real challenge comes down to human habits. ㅤHost Jon Zoltie sits down with Richard Sewell to examine what happens immediately after a new system goes live. They discuss the stark contrast between adaptable users and those who struggle to understand that a computer and a phone are now the same device.ㅤRichard explains how modern analytics give managers undeniable proof of workload and staffing gaps. He also highlights why organizations must leave legacy concepts such as pickup groups behind as they move to dispersed cloud environments. Ultimately, success relies on early adoption, proper training, and letting go of analog mindsets.ㅤ👤 Guest BioRichard Sewell is the Client IT Manager at Chartered Institute of Housing. For over sixteen years, Richard has managed technical operations and client infrastructure. He specializes in Citrix and remote support technologies.ㅤRichard focuses on a collaborative approach to IT, helping businesses move from legacy setups to modern, flexible systems. Outside of managing technology, Richard is a dedicated family man who enjoys the gym, cars, and playing computer games with his young son.ㅤ📌 What We CoverThe wild card of migration: why user mindset causes more support tickets than the technical setup itself.Breaking the muscle memory of the traditional desk phone and adapting to presence status controls like "Do Not Disturb".Why does internet quality completely change the troubleshooting process for remote workers?Using new communication flexibility to work seamlessly from a home office, an airport, or abroad.How managers use call analytics to visualize team workloads and justify hiring requests to the finance department.The problem with requesting legacy features like pickup groups for teams spread across different cities.Turning off analog systems requires early planning and mandatory user training well before the switch.ㅤ🔗 Resources MentionedAudioCodesMicrosoft TeamsㅤGet Started with Voca CIC👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
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    25 分
  • How to Get to “Where’s My Package” | Ep. 26

    How to Get to “Where’s My Package” | Ep. 26
    2026/02/06
    One in two calls never reaches a human agent. This statistic highlights a shift from using AI strictly for routing to using it for true resolution. Jon Zoltie joins Oren Batchelor to discuss the mechanics of resolving high-volume requests—like "where is my package"—without human intervention. The conversation explains how Large Language Models (LLMs) and APIs work together to perform data queries, check order statuses, and even use external data, such as weather reports, to explain delays.ㅤThey also address the dangers of the "Super Bot"—an attempt to automate sales, billing, and support in a single unmanageable system. Oren explains why specialized agents are more effective and details how to establish guardrails to prevent AI from hallucinating or accessing sensitive data. The discussion concludes with practical steps for leaders to help identify call topics suitable for automation.ㅤGuest BioOren Batchelor is a Contact Center Specialist at AudioCodes, working within the UK team to bridge the gap between technical capability and business requirements. He focuses on migrating and operationalizing contact center solutions within the Microsoft Teams ecosystem, specifically handling the Voca CIC line of business.ㅤWhat We CoverThe technical process behind AI resolution includes intent detection and API lookups for real-time tracking.Using external data reasoning (e.g., snowstorms in Germany) to explain delivery delays to customers.The "Human in the Loop" concept: allowing AI to process small refunds while routing high-value approvals to agents.Why high-empathy scenarios, such as grief or bereavement, must always bypass automation.The seamlessness of modern insurance policy updates compared to legacy voice interactions.The efficiency gains of removing mundane tasks like password resets from an agent's workload.The "Super Bot" mistake: Why trying to build one bot for every department often fails.Practical first steps: analyzing the last six months of call data to find candidates for automation.ㅤResources MentionedAudioCodesVoca CICGoogle AI Report 2026ㅤGet Started with Voca CIC👉 Start a free trial of the Voca Conversational Interaction Center for 30-days: https://voca.audiocodes.io/signup👉 Learn more about AudioCodes Voca CIC: https://www.audiocodes.com/solutions-products/voiceai/voca-conversational-interaction-center
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    20 分
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