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Generative AI Needs a Human in the Loop
(YouTube) - In recent times, there are few technologies that have been as hyped as generative AI. Everyone is interested in how it can maximize their...
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Leadership, Mission & Purpose Behind the AI
(YouTube) - We've talked in the past about why we work in this business. We have the opportunity to turn a bad situation into a great experience for...
Ensure CX Technology Works Together
(YouTube) - Eric's internet went out. It happens. It's frustrating. But he was understanding. What made the situation worse was when the internet...
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Be More Helpful and Less Creepy with Customer Data
(YouTube) - Everyone has data, but not everyone knows what to do with it. In fact, it's only been in the past few years that companies have really...
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Supporting People in Crisis: Interview with Vibrant's Grant Riewe
(YouTube) - Usually, we love talking about new technology and how it can improve interactions with customers, patients, members and other...
Cheesemaking, Penny Whistles & Whale Conservation: Interview with Vibrant's Grant Riewe
(YouTube) - Grant Riewe is the chief technology officer of Vibrant Emotional Health, an organization that provides mental health resources to people...
Dos and Don'ts of Mobile Messaging (RCS, MMS & SMS for Business)
(YouTube) - With the show being called "No Hold Time," we talk a lot about the voice channel. But today, the guys dig into what may be the most...
Ethics of AI in Customer Service
(YouTube) - This one's a little heavy, but it's very important. Everyone is talking about what AI can do for their business, but it's just as crucial...
Don't Automate Everything: How to Use Intelligent Routing
(YouTube) - We talk a lot about automation as a way to cut costs and improves some aspects of the customer experience. But there are some...
The Customer Service Metrics You Should Be Using
(YouTube) - We talk a lot about how technology evolves and how customer experience stays the same, but many of these conversations begin with how we...