The Inflow Experience Podcast
InflowCX
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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.
Available episodes
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Oldest first
Mar 2, 2023
Elevate Your Customer Experience Strategy with InflowCX
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.
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Feb 15, 2023
Achieve Maximum Efficiency with InflowCX Managed Services
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.
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Oct 18, 2022
Cutting Through the Noise: Prioritizing Contact Center Trends & Changes to Achieve Your Business Objectives
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.
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Oct 5, 2022
Leveraging Outsourcing & Automation to Enhance Your CX
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.
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Sep 14, 2022
Colin Kennedy, COO at Shelf
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.
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Aug 31, 2022
Paul Jarman, CEO of NICE CXone
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.
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Jul 14, 2022
Michael Setticasi, Vice President of Partners at Ada
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.
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Jun 14, 2022
Scott Brown, Head of Contact Center at Zoom
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!
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Jun 1, 2022
Benjamin Gleitzman, CTO & Co-Founder at Replicant
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.
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May 17, 2022
Jennifer Waite, VP of Product Marketing at Playvox
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.
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Apr 27, 2022
Bill Pieper, Senior Vice President of Business Development
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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Apr 11, 2022
Stanton Smith, Senior Director of Consulting Services at InflowCX
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!
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Mar 20, 2022
Ken Smith, CEO of InflowCX
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.
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Nov 11, 2021
Dave Hoekstra, Product Evangelist at Calabrio
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.
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Aug 12, 2021
Jake Butterbaugh, VP of Global Channel Sales at Five9
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!
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Jul 28, 2021
Derek Resler, Enablement Specialist at Zoom
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.
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Jul 23, 2021
Brandon Knight, VP of Advanced Solutions & Contact Center at Telarus
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!
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Jul 7, 2021
Amy Behbehani, Director of Customer Service at Uplift
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.
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Jun 24, 2021
Alex Lustig, Solutions Consultant at Observe.AI
In this episode, our guest is Alex Lustig, Solutions Consultant at Observe.AI. We chat with Alex about his role, how Observe.AI fits into the marketplace, and how their partnerships bring value to customers.
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Jun 17, 2021
Alex Ball, Vice President of Sales at Genesys
In this episode, our guest is Alex Ball, VP of Sales at Genesys. We talk to Alex about his career journey, the growth of Genesys and the maturity of the contact center space, and the partnership between Inflow and Genesys.
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Jun 3, 2021
Adam Rennert, President at Inflow
In this episode, our guest is Adam Rennert. Adam came to Inflow through an acquisition of his company, PeakView, and is now the President of Inflow. We talk to Adam about his family, the PeakView-Inflow relationship, the maturity of CCaaS, and his attitude towards helping organizations.
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May 19, 2021
Peter Hornberger, VP of Sales at Brightmetrics
In this episode, our guest is Peter Hornberger, VP of Sales at Brightmetrics. We talk to Peter about his personal life, CCaaS analytics, and what metrics you should be monitoring in your contact center.
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May 6, 2021
Henry Svendblad, Chief Technology Officer at Company Nurse
In this episode, our guest is Henry Svendblad, CTO at Company Nurse. We talk to Henry about his background, empathy in the workplace, and the digital transformation journey of Company Nurse.
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Apr 19, 2021
Mike Dolloff, Chief Revenue Officer at Inflow Communications
In this episode, our guest is Mike Dolloff, Chief Revenue Officer at Inflow Communications. We talk to Mike about his journey into contact center, the impact of COVID-19 on the industry, and the trajectory of Inflow Communications as a company.
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