The Inflow Experience Podcast

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 their wealth of experience and insights. From the evolution of AI technology to its impact on labor strategies, they explore how AI is revolutionizing customer service, enhancing agent efficiency, and providing personalized experiences for callers. Gain valuable insights into identifying automation opportunities, the power of intent prediction, and real-world examples of AI applications in call centers. Plus, learn about the AI Impact Assessment offered by Inflow to help organizations kickstart their AI journey with low-risk, high-impact strategies. Tune in for a compelling discussion on leveraging AI to transform contact center operations and deliver exceptional customer service.

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 effective policies, and empowering employees as the frontline of defense. From combating phishing attacks to navigating the complexities of compliance, this episode offers actionable advice to protect your organization and customers. Tune in for expert guidance on fortifying your contact center against cyber threats and ensuring a secure customer experience.

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 interactions, the importance of AI-powered virtual assistants, and the benefits of a multi-channel approach to provide seamless customer support.

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 authentication, and the merits of outsourcing after-hours support. Don't miss this insightful discussion on enhancing customer experiences in the financial sector.

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 a more efficient contact center. Don't miss out on practical insights for optimizing IVR functionality and delivering an exceptional customer experience. Tune in now!

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 conversation intelligence can revolutionize customer interactions. Co-host for this series, Mike Dolloff, Chief Revenue Officer at InflowCX, sheds light on the power of data-driven insights in enhancing customer experiences. Tune in to discover how businesses can leverage technology to drive customer satisfaction and operational efficiency.

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!