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S1E28 Teams Can Run Your Contact Center. Here's How to Know If It Should. | Ep. 28
Sometimes, the part of the business that ends up driving the most growth is the part you didn't plan for. Sam Hasson and Tinkle started out selling cloud communications and Microsoft Teams telephony.…
S1E27 The Hidden Work That Makes a CCaaS Migration Successful | Ep. 27
When contact centers migrate to Microsoft Teams, the technology itself is rarely the bottleneck. The real challenge comes down to human habits. ㅤHost Jon Zoltie sits down with Richard Sewell to…
S1E26 How to Get to “Where’s My Package” | Ep. 26
One in two calls never reaches a human agent. This statistic highlights a shift from using AI strictly for routing to using it for true resolution. Jon Zoltie joins Oren Batchelor to discuss the…
S1E25 Practical AI in CX: From Tedious Call Notes to Instant AI Summaries | Ep. 25
With all the excitement, confusion, and hype around AI, it's tough to cut through the noise and figure out what works and what's worth investing in. On Always On CX:EX, host Sarah Skidd, product…
S1E24 2026 Predictions with Jon Zoltie | Ep. 24
Humans win, and bots assist. A return to real human connections, contact centers being designed for people first and bot second, and customers increasingly opting out of those AI loops that go round…
S1E23 From “Press One, Press Two” to "How Can I Help?" | Ep. 23
If your contact center is still feeling like it’s stuck in 2019, this new series of Always On CX:EX is specifically for you. Host Jon Zoltie walks through the move from traditional DTMF “press one…
S1E22 22. The Brain Behind the Call: Call Automation, Teams Phone, and Intelligent Voice Agents with Sean Keegan (Microsoft)
When your contact center is responsible for supporting reps, customers, and the technology that holds it all together, stability is essential. In this conversation, host Josh Chronister welcomes Sean…
S1E21 21. Teams Phone Extensibility and Unify—A New Era for Contact Center Integration
Between supporting your contact center reps, your customers, and the tech that keeps the contact center stable, the pressure to deliver an uninterrupted customer and employee experience is higher…
S1E20 20. UNIVERSITY CONTACT CENTERS AT SCALE — Keith Honaker on Evolving Tech, Microsoft Teams & Managing Multiple Departments
In this episode of Always on CX:EX, host Josh Chronister talks with Keith Honaker, voice engineer and lead contact center architect at the University of Central Florida (UCF). They explore how…
S1E19 19. The Growth of MultiCaaS: Brent Kelly on the Trend of UC and CCaaS Integrations
In this episode of Always On CX:EX, host Josh Chronister interviews Brent Kelly, a principal analyst at Omdia, about the growing trend of MultiCaaS in the unified communications and contact center…
S1E18 18. Clarity in the CCaaS Jungle: 5 Steps to an Informed CCaaS Buying Decision
In this episode of Always on CX:EX host Josh Chronister speaks with Peter Broeckx and Gidi Adlersberg about navigating the Contact Center as a Service (CCaaS) market and making informed decisions…
S1E17 17. From Telecom to TechCo: How Voiceflex is Shaping the Future of CX
In this episode of Always On CX:EX, host Josh Chronister speaks with James Arnold-Roberts, CEO of VoiceFlex, about the evolving landscape of customer experience and contact center technology. James…
S1E16 16. The Key to Building Strong Customer Relationships
In this episode of Always On CX:EX, host Josh Chronister welcomes Jeff Ward, Client Director at AudioCodes, to discuss the transformative power of relationships in customer experience (CX). They…
S1E15 15. 5 Steps to Creating & Testing Custom Customer Service Call Flows
In this episode of Always On CX:EX, host Josh Chronister interviews John Wesselman, a contact center expert from AudioCodes, about the intricacies of designing and implementing effective call flows…
S1E14 14. Practical AI Strategies for Microsoft Teams
In this episode of Always On CX:EX, host Josh Chronister welcomes Melanie Azagury from AudioCodes to discuss practical uses and strategies related to AI in customer experience and contact centers.…
S1E13 13. Pioneering Unified Communications: AudioCodes' AI Innovations
In this episode of Always On CX:EX, we bring back Gidi Adlersberg, Voca CIC Business Line Manager at AudioCodes, for a webinar he appeared on with Evan Kirstel, B2B TechFluencer and Industry Expert.…
S1E12 12. Successfully Integrating Microsoft Teams and Contact Center
In this episode of AudioCodes' Podcast, host Josh Chronister discusses the integration of Microsoft Teams and contact centers with guests Irwin Lazar from Metrigy and Gidi Adlersberg from AudioCodes.…
S1E11 11. Everything You Need to Know About an Azure-Native Teams Contact Center Integration
In this episode of Always on CXEX, host Josh Chronister is joined by Gidi Adlersberg, Director of Voca Conversational Interaction Center at AudioCodes. They discuss the relationship between Microsoft…
10. Integrating CX Capabilities Beyond the Contact Center: Sales Team
In this episode, host Josh Chronister interviews Marie Vassilatos, Director of Contact Center Sales at AudioCodes, about integrating customer experience capabilities into sales departments.They…
9. A Practical View of What’s Trending with Microsoft, Contact Center, & AI
In this episode, guest-host Jon Zoltie is joined by Tom Arbuthnot, a leading Microsoft specialist, to discuss practical insights on what's trending with Microsoft Contact Center and…
Frequently Asked Questions
Always On CX:EX has published 28 episodes since May 2024, covering topics in Business, Management.
Always On CX:EX is currently highly active with new episodes monthly. Average episode length is 29m.
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