Cloud Tech Gurus is a CX Innovation Alliance that provides the smartest way to source contact center and CX solutions.
Joined January 2025
- Tweets 239
- Following 3
- Followers 10
- Likes 1
144 Photos and videos
Most contact centers are still around 10% AI resolution. Leaders who started 3 years ago are at 80%. Mike Schulman of bit.ly/4ox7URl , with 1,100 enterprise AI implementations, says we are nowhere near the ceiling.
#AI #CX
1
102
Subscribe here: youtube.com/@thecontactcenteโฆ
New episode of Contact Center Journeys is live. ๐๏ธ
Justin Robbins of Metric Sherpa joins Fred Stacey on Contact Center Journeys.
Trust. Disengagement. Why the contact center is the most strategic seat in your org.
Watch here ๐
bit.ly/4frtO61
#ContactCenter
1
1
2
Haven't caught the last episode yet?
Worth the watch ๐ youtu.be/x0SEJQsWqXQ?si=DtpEโฆ
2
BPO leaders: your clients trust your team enough to ask for vendor recommendations. Are you getting paid when they buy?
Watch this.
bit.ly/43MdFkx
1
3
The CTG BPO Partner Program gives outsourcers a way to monetize the vendor conversations their teams are already having. 4,000 hours of vendor evaluation. 220 vetted suppliers. 58 CX solution categories. Learn more at cloudtechgurus.com.
5
He learned it at 12. Paper route. One neighbor wanted their paper folded, not rolled.
He honored it. The whole block followed.
That's where Justin Robbins' CX philosophy started.
Full episode Thursday โ bit.ly/4u9NcIk
#ContactCenter #CX
7
He started with a paper route at 12. Ended up reshaping how organizations think about trust and disengagement.
Justin Robbins' episode of Contact Center Journeys drops next Thursday.
Subscribe โ bit.ly/4nSEKMl
#ContactCenter #CXLeadership
1
1
Most contact centers staff for the average day.
But volume doesn't spike on average days.
Fred Stacey Jon Brown (Liveops SVP) broke down how GigCX actually works at scale โ AI, precision scheduling, global talent, real numbers.
Worth watching if you run a contact center.
1
1
11
๐ฅ Webinar โ youtu.be/sqA7kqSVHuw
๐ Full recap โ liveops.com/blog/gigcx-in-acโฆ
๐ GigCX sourcing โ cloudtechgurus.com/gigcx
๐
Talk to Fred โ meetings-na2.hubspot.com/freโฆ
7
Thousands of BPOs haven't identified they need to change.
Clients are already demanding AI. The ones still selling seats are running out of time.
Full episode drops tomorrow ๐๏ธ bit.ly/4wW7SGH
ft. Siddharth Victor, SVP @ Movate
1
1
7
Leading a BPO and wondering what the shift actually looks like in practice? Start here ๐ cloudtechgur.us/BPO-MCXP
4
79% of enterprise buyers are reconsidering their BPO vendor.
Not because service is bad. Because AI is rewriting the cost equation and their provider can't lead the shift.
Traditional BPO: $130B ceiling.
AI-native outcome model: $1T TAM.
Free report: bit.ly/3QXeXWZ
1
8
Free report: cloudtechgur.us/BPO-MCXP
Book a strategy call: meetings-na2.hubspot.com/darโฆ
1
BPOs competing on cost-per-agent-hour are building on a foundation that's actively dissolving underneath them."
Siddharth Victor, SVP @ Movate | 23 years in BPO
Full episode drops May 21 ๐๏ธ bit.ly/4uLqYwX
1
3
Leading a BPO? This is worth your time ๐ cloudtechgur.us/BPO-MCXP
1
Most CX consultants have never actually run a contact center.
CTG's 125 Gurus have. Former Directors, VPs, and SVPs of Contact Center Operations.
Practitioners. Not theorists.
#ContactCenter #CXConsulting
1
1
5
Our Gurus have actually managed the operations they advise on. That changes every conversation.
If you're evaluating consulting support right now, happy to talk through what that actually looks like. Drop a comment or DM us.
She never planned to stay. 27 years later, here we are.
Laura K. Zegar's episode with Fred Stacey is out now on Contact Center Journeys.
โถ๏ธ bit.ly/48LqONI
#ContactCenter #CX
135
The BPO model that made you successful is the same one that's going to bury you.
AI isn't coming for your agents. It's coming for your clients.
Survivors aren't adding chatbots. They're rebuilding.
Transform or become extinct.
bit.ly/3P41jkc
#BPO #CX #AI
3