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© IRIS Audio Tech 2022
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Welcome the the IRIS Pod. Join Tom Darnell of IRIS Audio Technologies as we explore the world of audio through technology, wellness, productivity, and human performance. Featuring interviews with innovators, experts, and thought leaders in their fields, the IRIS Pod enables the world to Listen Well.
55 Episodes
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In this episode of The IRIS Pod, IRIS COO Tom sits down with Marco Ndrecaj, Director of Customer Experience at SSCL—a multi-award-winning public sector provider with a five-star CCMA accreditation. Marco shares insights on how SSCL has achieved industry-leading staff retention by fostering a strong culture, clear purpose, and leveraging innovative technology. He also discusses why voice channels remain essential for complex, emotional customer queries, even as AI gains traction. With a 93% first contact resolution rate, Marco highlights how SSCL balances compliance with authenticity and embraces individual differences to enhance both advisor efficiency and customer satisfaction. An inspiring conversation on elevating customer experience and building a thriving workplace! 🚀 #CustomerExperience #CX #Culture #Technology #TheIRISPod #noisecancellation #ai
In this episode of the IRIS Pod, IRIS COO Tom is joined by award winning Sigma Connected’s Chief Strategy Officer, Peter Doveren. Listen as they discuss what it takes to excel in the world of CX, predict future trends as well as discussing the company ethos that resulted in Sigma being named ‘Best Place to Work’ two years running.Full podcast also available on Youtube.iris.audio
In this episode of the IRIS Pod, host Tom is joined by IRIS CEO Jacobi Anstruther and IBPAP President & CEO Jack Madrid. They delve into the role of generative AI in the call center industry in the Philippines, emphasising the necessity of embracing technology and developing infrastructure to support channel partners and employees. The discussion also underscores the enduring value of face-to-face interactions and relationship-building. Additionally, Jack shares insights into IBPAP's cornerstone strategy for the industry through their 2028 roadmap vision.
In this episode of our CX24 Series on the IRIS Pod, Tom Darnell and Simon Broadbent, Senior VP at NICE, discuss all things artificial intelligence in customer experience – from recognising its value to enabling transformations in the customer journey. #cx #ax #customerservice #customerexperience #tech #ai
In this episode of the CX24 series, Tom Darnell speak to Helen Beaumont Manahan about improving the customer experience by first improving the agent experience - find out how this works and why this works on the IRIS pod.
In this episode of our CX24 Series on the IRIS Pod, Tom Darnell and Dave D’Arcy discuss the future of BPOs and call centres in less traditional locations. D’Arcy gives an insight into the benefits of fostering growth and talent away from major cities.
In this episode of our CX24 series on the IRIS Pod, Tom Darnell and William Carson of Ascensos, talk about the exciting changes in Customer Experience (CX) in 2024, the critical role call centres play in a brand strategy, and give us a sneak peek into what's coming next.
In our newest series, CX trends 2024, Tom talks to industry titans as they dive into the dynamic world of Customer Experience, exploring cutting-edge tech, the power of brand impressions, the influence of location, the magic of partnerships, and beyond! Our second guest, Steve McSherry from Daktela UK. They look at industry consolidation, the perks of partnerships, and much more in the ever-evolving world of CX collaboration. Keep an eye out next week's release.
In our newest series, CX trends 2024, Tom talks to industry titans as they dive into the dynamic world of Customer Experience, exploring cutting-edge tech, the power of brand impressions, the influence of location, the magic of partnerships, and beyond! Our first guest, Contact Centre Consultant, Nerys Corfield. They look at an overview of the key trends for CX in 2024, with the latest & greatest in technology. Keep an eye out next week's release.
If there’s one thing that goes unnoticed and under appreciated but holds huge weight in our everyday lives… it’s audio.As a company that lives and breathes audio, it’s no surprise we are celebrate and appreciate audio everyday. But for me as an individual (Creative Marketing Lead, Tiana), before starting at IRIS, audio was not something that was ever on my radar. Sure, I love music and the way it makes me feel, but I never thought about the depth to which audio affects us, and the influence it has in our everyday lives.This podcast uncovers the numerous ways in which audio influences and shapes our daily experiences.Listen to podcast or read the article.
We are thrilled to be working with Awaken Intelligence! This partnership empowers us to deliver an unparalleled market offering, harnessing the power of voice isolation and cutting-edge speech analytics. Read our announcement to find out more:https://www.awaken.io/resources/news-and-pr/awaken-intelligence-iris-audio-technologies-join-forces/
We’ve been trying to get Nerys Corfield on the IRIS Pod for a while, but she’s a tough woman to catch! We finally got to chat with her at Enterprise Connect, covering everything from why going to events like Enterprise Connect is important, how the call center industry is adapting to different technologies, and why the agent experience is just as important as the customer experience.
We spoke to Jason Kerr from Spoke Phone. Find out what they’re all about, including their partnership with Twillio, and hear Tom and Jason share stories about customer experiences and other standout products that value to the customer.
Karina Margarian from Talkdesk delves into the intricacies of Talkdesk and our collaborative partnership.
Enterprise Sales Director US Jeff Kays speaks to Milan Batinich, Founder, Milan Motivates. Milan Motivates works with companies on team building and cohesion. They discuss how to help companies and people find joy, with a starting point of self-awareness. Have a listen to this conversation for some eye-opening insight into the above.
US Enterprise Sales Director, Jeff Kays speaks to Brian Gianini, Director of Memberships for SOCAP. They talk discuss how IRIS Clarity was born, Brian’s opinion on the product, and SOCAP, all underpinned by the importance of CX and AX.
Justin Robbins from Metric Sherper, an independent research and advisory firm. Neil (IRIS SVP Global Sales) and Justin talk all about how customer experience leaders can overcome their greatest pain points.
Tom speaks to Adele Cutting, a BAFTA award-winning audio professional with 20+ years of experience in audio direction. They cover the importance of audio in gaming, and, Tom’s favourite and least favourite subject: the metaverse. You can also watch the full interview on YouTube.
Our latest guest on the IRIS Pod is Greg Copley, Head of Sales, EMEA for ACF Technologies, a leading global company in customer experience management. In the episode, he and Tom discuss the delicate nature of customer calls, which often come from a negative place, and how to turn these around for a positive outcome. Watch full podcast on YouTube:. https://youtu.be/8UbD5gVsF_w
After two eventful days at the Call and Contact Centre Expo where Ascensos not only won three ECCCSA awards but also showcased two of their agents taking live customer calls at our stand, Diana sat down with Ascensos CEO John Devlin and Technology Director David Gilfillan to chat about it all.
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