Six years ago the industry went home in two weeks. Most contact centers kept the org chart and lost the floor: the supervisor who spots a bad call, the two-minute coaching fix, the new hire learning next to someone good. Most never rebuilt it.

In this episode of the CX Gurus Podcast, host Darren Prine (CRO & Co-Founder, Cloud Tech Gurus) talks with Sameer Maini, CEO and Founder of CollaborationRoom.AI, who spent 20 years running contact center and BPO operations before building software for them.

In this episode

• What contact centers actually glued together in March 2020
• What they lost when they left the building, and what it shows up as in the numbers
• Why many remote centers are “surviving, not thriving”
• A before-and-after customer story: 33% more calls taken and 27% more revenue in 90 days (client-reported)
• What a great remote contact center looks like in 2026
• The talent a remote center can hire that a building never could

Chapters
0:00 Highlights
0:44 Welcome: how remote work lost the floor
3:25 March 2020: the scramble to go remote
6:19 What centers lost when they left the building
10:31 What is still broken in remote contact centers
13:52 What a virtual contact center floor looks like
17:57 Visible proof of compliance, and standing out as a BPO
20:12 Customer story: LMM Inc.
23:25 Supervisor alerts and agent safety
24:43 The ideal remote contact center in 2026
27:16 ROI: productivity, handle time and attrition
31:26 Raising a daughter and running a company, remote
32:45 The talent a building could never hire
36:13 Business continuity and disaster recovery
36:53 Wrap-up

Want a demo or a conversation about rebuilding supervisor presence in your remote operation? Reach out to Cloud Tech Gurus: https://cloudtechgurus.com
Past episodes: https://www.cxguruspodcast.com/
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Results discussed are the guest’s own, reported by his customers. Cloud Tech Gurus is a partner and distributor for CollaborationRoom.AI.

Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com