The Inflow Experience Podcast
Welcome to the Inflow Experience Podcast, the only podcast where you will hear from contact center and customer experience experts about their roles, their lives, and anything else in between.
Episodes
In this episode of The Inflow Experience Podcast, host Austin Culp sits down with Nikola Mrksic, CEO and co-founder of Poly AI. They dive into the future of AI in customer service, exploring how Poly AI’s innovative voice assistants are transforming the industry by enhancing customer experiences and reducing frustration with traditional IVR systems. Nikola shares insights on the evolution of AI, the limitations of current technolog...
In this episode of the Inflow Experience Podcast, join host Austin Culp as he discusses the dynamic world of AI and automation within contact centers and customer experience with special guests Ken Workun, VP of AI Application and Software Services, and Robert Litalien, Director of IVA Development, both from the InflowCX team.
Discover the latest trends and innovations shaping the contact center landscape as Ken and Robert share the...
In this episode of the Inflow Experience Podcast, we’re joined by Dan Frasco, VP of Solutions Engineering, Security & Infrastructure at Amplix. Join us as we discuss safeguarding your contact center against evolving threats and explore vital strategies for contact center security and compliance. With a focus on practical insights, Austin and Dan discuss the importance of understanding compliance requirements, implementing effec...
Welcome to The Inflow Experience Podcast with your host, Austin Culp, Director of Sales at InflowCX. In this segment of Monday Morning Quarterback, we dissect recent customer experiences to uncover ways organizations can enhance their customer service. Join us in this episode as we dive into a frustrating credit card experience shared by Cameron Halstead, Enterprise AE at InflowCX. Discover valuable insights on optimizing customer ...
In this episode of The Inflow Experience Podcast, join us as we dig into a real-world customer experience with Josh Carpenter, a seasoned enterprise account executive at InflowCX. Josh recounts a perplexing encounter with his long-standing credit union, highlighting a series of card lock incidents during his travels. We dissect the flaws in the process and explore potential solutions, touching on self-service options, streamlined a...
Join Austin Culp, Director of Sales at Inflow CX, and Mike Dolloff, Chief Revenue Officer, in this episode of the Inflow Experience podcast. They dive into the frustrations customers face when interacting with IVRs, shedding light on the disconnect between self-service and agent-assisted channels. Discover why it's crucial for organizations to reassess their IVR systems, exploring strategies for a smoother customer journey and...
In this episode of the Inflow Experience Podcast, host Austin Culp introduces a new series called "Monday Morning Quarterback." The concept revolves around dissecting frustrating customer experiences to uncover opportunities for improvement. Joined by guest Kyle Steele, they dive into Kyle's recurring prescription hassle with a renowned pharmacy chain. The conversation unfolds to explore how automation and conversati...
On this episode of The Inflow Experience Podcast, we're joined by John Glantz, VP of Consulting Services at InflowCX, to discuss our transformational consulting practice for contact centers. John shares insights on the benefits of InflowCX's consulting services, including how they help organizations improve customer experience, increase employee engagement, and drive business outcomes.
John also delves into the key indicat...
In this episode of The Inflow Experience Podcast, Austin Culp sits down with Stanton Smith, the Vice President of CX Technology Consulting at InflowCX.
Stanton shares his insights on how InflowCX is helping businesses identify the best contact center solutions to meet their specific requirements. He talks about the company's approach to customizing solutions that deliver savings and ROI on a new platform.
The conversation covers...
In a world where customer experience is a key differentiator for businesses, finding the right strategy and processes to enhance your CX can be a challenging task. That's why we sat down with Amy Behbehani, Senior CX Consultant at InflowCX, to discuss how InflowCX's expertise is helping businesses transform their customer experience strategy.
In this episode, our guest is Tommy Mullins, VP of Operations & Service Delivery. We’ll be discussing InflowCX’s new managed services, which are designed to help you get the most out of your investments and maximize your success. We’ll explore how these services can help you reduce costs, boost efficiency, and quickly scale up operations. Plus, find out why InflowCX is the go-to choice for businesses looking to leverage managed...
Austin is joined by John Glantz, VP of Consulting Services at InflowCX. In this episode, John and Austin discuss identifying effective trends in the contact center, how to prioritize CX changes, utilizing your human and technology resources effectively to solve business objectives, and more.
Our guests today are Adam Rennert and Mike Dolloff of InflowCX. In this episode, the team talks about labor challenges in the contact center, agent satisfaction, and the pros and cons of leveraging outsourcing and automation to enhance your customer and agent experience.
Our guest today is Colin Kennedy, COO at Shelf. Shelf is a modern knowledge management platform for contact centers that provides fast, accurate answers to customer questions.
In this episode, Colin and Austin discuss how knowledge management has changed to meet agent and customer needs, why you should consider a knowledge management strategy, and the impact of AI in contact centers.
Our guest today is Paul Jarman, CEO of NICE CXone. NICE CXone is a customer experience platform that delivers seamless experiences across the entire customer journey for the contact center and beyond.
We chat with Paul about the demand for AI and self-service, the need for human interaction in the contact center, the importance of operational data, and much more.
Our guest today is Michael Setticasi, Vice President of Partners at Ada. Ada is a brand interaction platform that bridges the divide between you and the people who are trying to talk to you.
We chat with Michael about Ada's platform, how savvy contact centers are getting ahead of the competition, and growing trends in automation and omnichannel interactions.
Our guest today is Scott Brown, Head of Contact Center at Zoom. We talk to Scott about Zoom's new CCaaS offering, dealing with customer service perceptions, how Zoom's acquisition of Solvvy fits into the CX market, and more!
Our guest today is Benjamin Gleitzman, CTO & Co-Founder at Replicant, a conversational AI platform founded on the belief that machines are ready to have useful, complex conversations that will transform the way they interact with the world.
We talk to Benjamin about the role Replicant plays in the market, common myths about contact center automation, and making technology inclusive and equitable for everyone.
Our guest today is Jennifer Waite, VP of Product Marketing at Playvox. We talk with Jennifer about her role at Playvox, the evolution of WEM/WFM technology, and changes we might see in the near future for the customer experience space.
Our guest today is Bill Pieper, Senior Vice President of Business Development at InflowCX. We talk with Bill about BPO consulting and labor strategy services at InflowCX, common misconceptions about outsourcing, and how to differentiate between a technology problem and a process problem in the contact center.
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