The Inflow Experience Podcast

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 indicators that InflowCX uses to identify areas for improvement in contact centers, including customer feedback, operational data, and employee feedback. He explains how these indicators can help organizations identify opportunities to optimize their contact center operations, reduce costs, and enhance customer satisfaction. Whether you're a contact center leader looking to improve performance or an organization seeking to transform your customer experience, this episode provides valuable insights into the power of consulting services from InflowCX. Tune in to learn more about their approach and how it can benefit your business.

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 a range of topics, including how to use data to make informed decisions, key considerations when selecting a contact center provider, and emerging trends in the industry. Whether you are a business leader looking to improve your customer experience or a technology professional seeking insights into the latest trends, this podcast is a valuable resource. So tune in to gain valuable insights from Stanton's extensive experience and learn how InflowCX can help your business stay ahead in the competitive contact center landscape.

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 services to improve their CX operations and unlock their full potential. We’ll discuss the team’s expertise in the industry, our commitment to customer service and satisfaction, and our innovative approach to managed services.

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.

Today our guest is Stanton Smith, Senior Director of Consulting Services at InflowCX. We talk with Stanton about how InflowCX is helping clients realize a return on their customer experience investment, who should be involved in the contact center decision-making process, and more!

We're back! After a short hiatus, we're excited to kick off our 2022 podcast season with none other than our fearless leader himself, Ken Smith. In this episode, we talk about Ken's journey into the contact center industry, balancing customer and partner relationships, engaging client stakeholders in a contact center evaluation, and more.

In this episode, our guest is Dave Hoekstra, Product Evangelist at Calabrio. Today's topic is all about Workforce Engagement Management or WEM. We chat with Dave about the evolution of WFM to WEM, the benefits of WEM for your agents, his call center career, and Calabrio's WEM solutions.

In this episode, our guest is Jake Butterbaugh, Vice President of Global Channel Sales at Five9. We chat with Jake about his journey into the cloud contact center space, the recent Zoom acquisition of Five9, and much more!

In this episode, our guest is Derek Resler, Zoom Phone Enablement Specialist at Zoom. We chat with Derek about the evolution of the cloud voice landscape, how Zoom became a household name during the pandemic, and what gets him up in the morning.

In this episode, our guest is Brandon Knight, VP of Advanced Solutions & Contact Center at Telarus. We chat with Brandon about his call center journey, how Telarus fits into the market, his recent move to Las Vegas, and more!

In this episode, our guest is Amy Behbehani, Director of Customer Service at Uplift. We chat with Amy about how customer needs have changed, the impact of the pandemic on the travel industry, and how Inflow supports their organization.