Umesh Sachdev's guest appearances

Umesh Sachdev

IT Visionaries

Conversations That Matter, a podcast from Uniphore

Dan Miller

ROB SCOTT

Jeannie Walters

Jeanne Bliss

Dan Gingiss

Shep Hyken

Jeff Toister

John Chambers

Jacob Morgan

Mike Small

Lisa McLeod

Vijai Shankar

Heather Arthur

OwlTail

Uniphore

Disruption is a word that gets thrown around a lot in business. It’s curious because most people don’t want their day to day to be disrupted in regular life. People don’t just casually offer up the phrase, “I can’t wait for some disruption today.” But that’s why it’s absolutely necessary. It helps to change things up and see the world differently. Umesh Sachdev, the Co-founder and CEO of Uniphore, explains how he first realized the call center industry was ready for an evolution.Main TakeawaysCreating Super Call Center Agents: A.I. in conjunction with automation can act as a coach or mentor for agents. It can give clues as to customers’ engagement while helping provide data and facts in real time. It can also take notes on the conversations so there is a record to reflect back on and use to make improvements. This A.I. augmentation turns agents into super agents. Language, Tone, and Facial Recognition: A.I. has had an incredible progression. Initially, A.I. was trained for language and then for tone of voice. Now, A.I. can read faces and gestures. All of this accumulated interpreted data can be applied to provide call agents, or whomever, with the information they need to better communicate with customers.Applying Knowledge: It’s one thing to acquire information as an engineer or a business leader. But acquiring knowledge without applying it is like holding the best tasting spice in the world in one’s hand but never adding it to any food. Knowledge that is held but not applied is wasted. Use knowledge to solve problems. Switching to Sales: Sometimes engineers and creators are so focused on their work that they forget about sales. The obvious aspect of doing so is that without funding, the creativity stops. Reframing striving to make sales as a creative, communicative job helps. Also, customers can provide insights and ideas for new, interesting projects. IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at salesforce.com/platform

Disruption is a word that gets thrown around a lot in business. It’s curious because most people don’t want their day to day to be disrupted in regular life. People don’t just casually offer up the phrase, “I can’t wait for some disruption today.” But that’s why it’s absolutely necessary. It helps to change things up and see the world differently. <a href="https://www.linkedin.com/in/umeshsachdev/" rel="nofollow" target="_blank">Umesh Sachdev</a>, the Co-founder and CEO of <a href="https://www.uniphore.com/" rel="nofollow" target="_blank">Uniphore</a>, explains how he first realized the call center industry was ready for an evolution.Main Takeaways<ul><li>Creating Super Call Center Agents: A.I. in conjunction with automation can act as a coach or mentor for agents. It can give clues as to customers’ engagement while helping provide data and facts in real time. It can also take notes on the conversations so there is a record to reflect back on and use to make improvements. This A.I. augmentation turns agents into super agents. </li><li>Language, Tone, and Facial Recognition: A.I. has had an incredible progression. Initially, A.I. was trained for language and then for tone of voice. Now, A.I. can read faces and gestures. All of this accumulated interpreted data can be applied to provide call agents, or whomever, with the information they need to better communicate with customers.</li><li>Applying Knowledge: It’s one thing to acquire information as an engineer or a business leader. But acquiring knowledge without applying it is like holding the best tasting spice in the world in one’s hand but never adding it to any food. Knowledge that is held but not applied is wasted. Use knowledge to solve problems. </li><li>Switching to Sales: Sometimes engineers and creators are so focused on their work that they forget about sales. The obvious aspect of doing so is that without funding, the creativity stops. Reframing striving to make sales as a creative, communicative job helps. Also, customers can provide insights and ideas for new, interesting projects. </li></ul>IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience. Build connected experiences, empower every employee, and deliver continuous innovation - with the customer at the center of everything you do. Learn more at <a href="https://www.salesforce.com/products/platform/overview/" rel="nofollow" target="_blank">salesforce.com/platform</a>

Creating Super Call Center Agents with Umesh Sachdev, Co-founder and CEO of Uniphore

Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore.Today, I discussed these results with Umesh Sachdev, CEO at Uniphore, and Annie Weckesser, CMO + People at Uniphore, to understand what these new CX insights mean for 2021 and how the landscape will be shifting in the future.We talked about:Benchmark report from Uniphore shows call centers are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021Hold times have increased 50% in the pandemic as contact centers are overwhelmed and under-resourcedConsumers are comfortable with automation technology to address surges, expedite answers and provide more personal supportCheck out the survey results for an in-depth look at what we discussed today and more. 

Acceptance of technology, customer confidence, and agent training are all clear themes in a new COVID-era report published by Uniphore. Today, I discussed these results with <a href="https://www.linkedin.com/in/umeshsachdev/" rel="noreferrer noopener nofollow" target="_blank">Umesh Sachdev</a>, CEO at Uniphore, and <a href="https://www.linkedin.com/in/annie-shea-weckesser-6345124/" rel="noreferrer noopener nofollow" target="_blank">Annie Weckesser,</a> CMO + People at Uniphore, to understand what these new CX insights mean for 2021 and how the landscape will be shifting in the future. We talked about:<ul><li>Benchmark report from Uniphore shows call centers are a lifeline for consumers seeking support for COVID vaccines, travel, online shopping and more into 2021</li><li>Hold times have increased 50% in the pandemic as contact centers are overwhelmed and under-resourced</li><li>Consumers are comfortable with automation technology to address surges, expedite answers and provide more personal support </li></ul>Check out the <a href="https://www.uniphore.com/news/covid-reshapes-traditional-customer-service-as-contact-center-traffic-surges-and-consumers-voice-frustration/" rel="noreferrer noopener nofollow" target="_blank">survey results</a> for an in-depth look at what we discussed today and more.

Ep. 2 - COVID Reshapes Traditional Customer Service w/ Umesh Sachdev and Annie Weckesser

On this episode of ‘Conversations that Matter’, special guest host Umesh Sachdev, Co-Founder and CEO of Uniphore, chats with Mike Small, CEO of Sitel Americas. Sitel Americas is a global leader in customer experience management with a team of over 90,000 associates around the world.  On the podcast, Mike explains how, by capitalizing on ever-evolving technology such as AI and automation, the BPO (business process outsourcing) industry can help organizations optimize their brands no matter the scale. “The BPO of the future,” he says, “is truly an integrative platform.”  On the podcast, Umesh and Mike discuss:   Ways the customer experience industry has evolved over the years  The biggest myth around the BPO industry  How AI and automation impact the BPO industry today and potentially in the future  Advice for contact center agents to excel in CX  Becoming a better customer service operations manager    For more information about Uniphore and Sitel, go to our  recent blog post.  To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on our  website.

On this episode of ‘Conversations that Matter’, special guest host Umesh Sachdev, Co-Founder and CEO of Uniphore, chats with <a href="https://www.linkedin.com/in/mikepsmall/" rel="noreferrer noopener nofollow" target="_blank">Mike Small, CEO of Sitel Americas</a>. Sitel Americas is a global leader in customer experience management with a team of over 90,000 associates around the world.  On the podcast, Mike explains how, by capitalizing on ever-evolving technology such as AI and automation, the BPO (business process outsourcing) industry can help organizations optimize their brands no matter the scale. “The BPO of the future,” he says, “is truly an integrative platform.”  On the podcast, Umesh and Mike discuss: <ul> <li>Ways the customer experience industry has evolved over the years </li> <li>The biggest myth around the BPO industry </li> <li>How AI and automation impact the BPO industry today and potentially in the future </li> <li>Advice for contact center agents to excel in CX </li> <li>Becoming a better customer service operations manager  </li> </ul> For more information about Uniphore and Sitel, go to our <a href="https://www.uniphore.com/sitel-group-uniphore-partner-to-transform-the-customer-experience-industry-through-ai-and-automation/" rel="noreferrer noopener nofollow" target="_blank"> recent blog post.</a> To hear this interview and many more like it, subscribe to the Conversations that Matter Podcast on Apple Podcasts, on Spotify, or on <a href="https://www.uniphore.com/podcast-conversations-that-matter/" rel="noreferrer noopener nofollow" target="_blank">our</a> <a href="https://www.uniphore.com/podcast-conversations-that-matter/" rel="noreferrer noopener nofollow" target="_blank"> website</a>.