Future of Contact Centers Podcast by ShyftOff
Want to keep tabs on the future of contact centers? Then you've found the right podcast. Join contact center pros Trevor Clark, founder and CEO of ShyftOff, and Nate Nammour, Director of Strategic Partnerships at ShyftOff, to learn about rising trends, insights, and innovations happening in the contact center industry. This podcast is designed to help contact center pros stay ahead, improve their contact center operations, and create better agent and customer experiences. Don't miss an episode!
Episodes
In this episode, host Tyana and guest Trevor, founder and CEO of ShyftOff, define Agentic Workforce Delivery™ and how it will make contact center ops insanely easy. Learn how this latest contact center technology improves efficiency, security, and agent quality, and how it will impact the way contact centers shape their internal teams. Key takeaways include the importance of dynamic scheduling, real-time quality assurance, and the ...
This short podcast highlights our biggest takeaways from CCW Orlando 2025—especially around interesting perspectives on how AI will evolve the customer experience. Here’s what we cover in our CCW Recap Podcast:AI’s Practical Impact: Why forward-thinking leaders aren’t eliminating agents, but empowering them.Complex Inquiries: How automation of simple tasks raises the bar for agent skills.Controlling Volatility: Strategies for stayi...
Welcome to Season 2 of The Future of Contact Centers podcast! In this episode, Trevor Clark (CEO and Founder of ShyftOff) and Nate Nammour (Director of Strategic Partnerships at ShyftOff) as they explore the top trends shaping the contact center industry in 2024. In this episode, they delve into the rise of high performance, discussing how contact centers are optimizing efficiency while keeping costs low through effective technolog...
Contact center customer journeys bring their own set of complexities. They demand meticulous attention and strategic planning to uphold service levels and keep costs at bay. In this episode, we unveil a playbook dedicated to the art of mapping your contact center customer journey and optimizing your workforce.
It can be challenging for smart contact center leaders to stay ahead of effective ways to improve their operations with timely, cost-conscious solutions. In this episode, Trevor and Nate review the benefits of adopting a flexible model to enable contact centers to manage a high-performing, remote workforce. Specifically, how this “contact center hack” helps address challenges with agent training, retention, scheduling, and ultimate...
It isn’t news that AI is completely revolutionizing the contact center space. We’ve seen everything from AI-powered IVRs to completely functional AI agents. However, there’s one space where AI is only starting to emerge: improving how contact centers staff and manage their workforces. Listen in as we explore some of the ways we are shaking up workforce management at ShyftOff by making it easier for contact center operators to not o...
In this episode, Trevor and Nate highlight best practices to help companies identify the right outsourcing partner. They start with the basics of outsourcing and deep dive into when the right time is for a company to hire an outsourcing partner for their contact center. Tune in to learn more about what to look for in an outsourcing partner, from cultural alignment to cost.
In this episode, Nate is joined by special guest Brett Farrar, VP of Operations at ShyftOff, to discuss the best training methods contact centers can adopt to unlock better performance. They review where most contact centers go wrong with training and how they can adopt self-paced e-learning to improve competency and optimize onboarding. Tune in to learn some of the best training practices from ShyftOff’s model that enables our tea...
In this episode, Trevor is joined by special guest Tyana Daley, a growth marketer supporting the ShyftOff team, to tackle the common myths about implementing a GigCX model. They challenge a few assumptions of the model and review the true benefits of GigCX for both brands and BPOs. Tune in to learn how GigCX not only improves a contact center’s bottom line but is evolving the modern contact centers’ model for ops teams, agents, and...
In this episode, Trevor and Nate demystify the return on investment of a GigCX model. Follow along as they break down how GigCX combats shrinkage, paying for unproductive time, and attrition. This detailed walkthrough is designed to help contact centers better understand how to financially evaluate the benefits of implementing this model. Tune in to learn how GigCX saves contact centers up to 35% in operating costs.
The old way of hiring seasonal agents disrupts normal contact center operations. The months leading up to the busy season require long hours and careful planning that often burns out your ops teams before the season begins. Teams are met with talent shortages, low quality and performance, negative cultural impacts, and high costs to find the right agents to do the job. However, we’ve found a better way to hire seasonal agents to el...
In the past three years, the workforce has changed drastically--especially for contact centers. This shift has created a new opportunity for contact centers to reimagine their operations. For decades contact centers have primarily focused on customer experience; now, they must prioritize agent experience to attract and retain top talent. In this episode, Trevor and Nate chat about the benefits of adopting a flexible model and how p...
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