RO-AR.com Podcast Summaries

Access the full podcast series here Podcast Summary: AI and the Future of Customer Experience In this podcast episode, Luke Jameson and Rob Dwyer discuss the implications of AI on customer experience. They explore the trust factor when it comes to using virtual assistants and virtual agents as customer representatives. Luke shares a real-life experience where he was fooled by an AI-powered virtual assistant who sounded so human that he didn't realize it was not a real person. This raises questions… Read more

Access the full podcast series here Summary This podcast episode discusses the issue of dependency beyond drugs, alcohol, and gambling. The host, Chris Fitch, interviews Jamie Compton Ray, who has 15 years of experience in addiction and suicide prevention services. They explore how essential services can effectively support customers with a dependency issue and overcome the stigma associated with addiction. Key Points: Dependency occurs when someone can't function without the help of someone or something. Dependencies can include alcohol, drugs, gambling,… Read more

Access the full podcast series here Summary In this podcast episode, Sondra Thompson, an empathy expert and founder of AI Evolution, discusses the importance of emotional intelligence and empathy. She shares her journey towards recognizing the value of emotional intelligence and how it can positively impact personal and professional relationships. Sondra explains that emotional intelligence is the foundation for empathy and that it allows individuals to better understand and manage their own emotions, leading to more effective communication and connection with… Read more

Access the full podcast series here Summary The podcast episode discusses the 10 meta trends that will shape the future of work. The episode highlights the need for organizations to understand these trends and make informed choices about their future. The meta trends include technology, globalization and geopolitics, changing attitudes to work, next generation talent ecosystems, redesigning operating frameworks, learning in the flow of work, attention disruption, inclusive workplaces, the climate emergency, and the future of leadership. Key Points The podcast… Read more

Access the full podcast series here Summary This podcast episode features the President of Global Business Processing Outsourcing at CGS. She discusses her journey in the contact center industry and the challenges that businesses face in customer service experience. Jeast also talks about the changing dynamics of the industry, the impact of generative AI, data security concerns, and the importance of providing omni-channel support. Key Points CGS is a global contact center business that provides customer service in over 28… Read more

Access the full podcast series here In this episode of the Next in Queue podcast, the host discusses the benefits of AI-enabled mock calls in contact centers with Casper Kursus, the co-founder and CEO of Ramp. They talk about how mock calls, or roleplays, provide valuable practice time for agents to develop their skills and improve their performance. They also discuss the challenges of traditional mock calls, such as scalability and biases, and how AI can overcome these challenges. Kaspar… Read more