AI for Contact Centers: Scala.ai's New Intelligence Layer for CX | Greg Smith
New episode is live! 🎙️
Gina talks with Greg Smith, Global Head of Growth and Go-To-Market at Scala.ai, about building an AI platform for contact centers that's designed to be used by business leaders, not just engineers.
The core idea: most CX tech stacks are full of point solutions that don't …
$650 Per Employee in Tax Savings Most Companies Miss | EBS Health
🎙️ New Episode Dropping Soon!
This one's a bit of a detour for The Tech Matchmaker, and it's worth the detour.
Every business with W-2 employees is feeling the same squeeze: healthcare costs climbing, and not a lot of good options for doing anything about it. Jordan White, Director of Benefit Str…
AI Coaching for Contact Centers: The $135M CSAT Impact | AmplifAI
🎙️ New Episode Dropping Soon!
What if you could take your best agent's instincts and turn them into a repeatable playbook for the whole team? That's just part of the discussion Justin Barnard, Senior Account Executive at AmplifAI, and Gina Gibson have on this week's episode.
🤖 AmplifAI pulls data…
Contact Center Data Into Action: How AmplifAI Drove a 20% CSAT Lift | Justin Barnard
🎙️ New Episode, Now Live!
Most contact centers are sitting on more performance data than they know what to do with, scattered across phone systems, CRMs, QA tools, and workforce management platforms. Justin Barnard, Senior Account Executive at AmplifAI, joins Gina Gibson to explain how his team tu…
The Hidden Costs of Building Your Own Software (Build vs. Buy Explained) | Ronnell Richards
🎙️ New Episode Dropping Soon!
Just because you can build it doesn't mean you should. That's the line best-selling author and sales coach Ronnell Richards keeps coming back to, and it sits at the heart of his upcoming conversation with Gina Gibson on The Tech Matchmaker.
AI tools have made it easi…
When AI Sells the Product, Advisors Sell the Outcome | Ronnell Richards
🎙️ New Episode, Now Live!
AI is the best transactional seller the technology industry has ever seen. Ronnell Richards, best-selling author of Shut the Hell Up and Sell, told Gina Gibson exactly that. He also explained why it's great news for anyone who sells on outcomes instead of product specs.
…
BPO Founder: “I Can’t Open a Bank, But I Could Open a BPO” | EmpireOneCX
🎙️ New Episode Dropping Soon!
In 2016, Fauad Nasir landed in Manila on a business trip for his travel agency. He fell in love with the country and started looking for a reason to keep coming back. Then he noticed the biggest buildings in the city weren't banks. They were call centers. His thought?…
PolyAI: Powerful Use Cases Across Industries
🎙️ New Episode Dropping Soon!
It’s Black Friday weekend and your contact center is buried in calls asking what time the store closes. Meanwhile, someone trying to buy a gift for their grandchild is sitting on hold behind five of them.
In the upcoming episode of The Tech Matchmaker, Gina Gibson si…
What If Your AI Could Tell You Which Calls You Can’t Fulfill? | Jamaal Savwoir
What if your AI could tell you which calls your business isn’t able to fulfill? In this episode of The Tech Matchmaker, Gina Gibson sits down with Jamaal Savwoir, Senior Channel Solutions Consultant at PolyAI, to explore how the company moved from natural sounding conversation to agentic dialogue, …
Is a 28-30% AI Resolution Rate a Win? It Depends on the Process | AIONUS
🎙️ New Episode Dropping Soon!
How do you measure AI Success? Shrish Mishra says there’s no single answer. For one business process, an AI resolution rate of 28 to 30% is a win. For another, 70% might be the goal. And whatever the number is, the work doesn’t stop there, because someone still has to…
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