Always On CX:EX

Welcome to Always On CX:EX, the podcast designed specifically for Contact Center and IT leaders like you. We know that your role is pivotal in ensuring seamless support for both your contact center reps and your valued customers, all while managing the intricate web of technology that keeps everything running smoothly. In each episode, we dive deep into strategies and insights aimed at helping you continuously elevate your customer experience, enhance your agent experience, and maintain the stability of your contact center. We understand that you simply can't afford for any aspect of your operation to falter, and that's why we're here to provide practical tips and solutions to keep your customer and employee experience always on point. Join us as we explore the strategies, tools, and technologies that will help you keep your customer and employee experience always on.

Always On CX:EX is a business podcast hosted by Voca by AudioCodes, with 28 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Voca by AudioCodes hosts Always On CX:EX, a business show with 28 episodes published.

Our AI reads these to draft pitches. Use them as grounding for a pitch that cites a real guest and a specific topic.

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  Episode #28

  Teams Can Run Your Contact Center. Here's How to Know If It Should. | Ep. 28

  May 21, 202619 minS1

  <p>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. Then customers kept asking the same question: Can it do contact center, too? Today, the contact center practice is the fastest-growing part of the business.</p><p>ㅤ</p><p>On this episode, Jon Zoltie, host of Always On CX:EX and contact center SME for EMEA at AudioCodes, sits down with Sam to break down when Microsoft Teams actually works as a contact center, where the mi...

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  Episode #27

  The Hidden Work That Makes a CCaaS Migration Successful | Ep. 27

  Mar 13, 202625 minS1

  <p>When contact centers migrate to Microsoft Teams, the technology itself is rarely the bottleneck. The real challenge comes down to human habits. </p><p>ㅤ</p><p>Host Jon Zoltie sits down with Richard Sewell to examine what happens immediately after a new system goes live. They discuss the stark contrast between adaptable users and those who struggle to understand that a computer and a phone are now the same device.</p><p>ㅤ</p><p>Richard explains how modern analytics give managers undeniable proof of workload and staffing gaps. He also highlights why organizations must leave legacy concepts such as pick...

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  Episode #26

  How to Get to “Where’s My Package” | Ep. 26

  Feb 6, 202620 minS1

  <p>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 mechanics of resolving high-volume requests—like "where is my package"—without human intervention. The conversation explains how Large Language Models (LLMs) and APIs work together to perform data queries, check order statuses, and even use external data, such as weather reports, to explain delays.</p><p>ㅤ</p><p>They also address the dangers of the "Super Bot"—an attempt to automate sales, billing, and support in a sin...

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  Episode #25

  Practical AI in CX: From Tedious Call Notes to Instant AI Summaries | Ep. 25

  Jan 9, 202617 minS1

  <p>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 marketing manager at Voca by AudioCodes, talks with Jon Zoltie, an AI and contact center expert, to talk about using AI at the end of the call.</p><p>ㅤ</p><p>They break down the practical steps: turning on call recording, getting accurate transcription, unlocking AI summarization, and adding AI sentiment analysis. Using a university handling a million calls a year across IT, enrollment, fi...

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  Episode #24

  2026 Predictions with Jon Zoltie | Ep. 24

  Dec 29, 20259 minS1

  <p>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 in circles. Jon Zoltie talk through top five predictions for 2026 in the contact center environment: the option to speak to a human at every step rather than buried deep within menu systems; CRMs losing a little bit of their status as the gospel of truth as organizations realize the contact center captures what customers actually said, how they said it, how they felt—more objective—and that...

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