Episode 1

Another Cloud Podcast – Episode 1: The Beginner’s Guide to Buying Telecom Services

Host: Alex McBratney, Guest Speaker: Dustin Riedel – February 20th, 2021 (22.21 minutes long) – Transcript and audio only

Organizations are shifting and moving from premise environment to cloud for several reasons. It can be saving money and time, flexibility, reliability, easy data backup and recovery, and improved security. As an inaugural treat for our listeners, we are joined today by an expert who specializes in solving the unique telecom needs, Dustin Riedel. Dustin is a founding Partner of Adler Advisors. Tune in and find out what to look for when buying telecom services.

Episode 2

Another Cloud Podcast – Episode 2: Smarter Than Me Series: Interview with Co-Host Aarde Cosseboom

Hosts: Aarde Cosseboom & Alex McBratney  – February 23rd, 2021 (42:48 minutes long) – Transcript and audio only

In this episode, we are joined by the Senior Director of GMS Technology, Product, & Analysis of TechStyle Fashion Group, Aarde Cosseboom. He is a contact center extraordinaire, helping businesses support their consumers through cloud-based products and technologies. Aarde is also the author of the book “Enable Better Service”, a customer service contact center story of breaking away from the norm through creativity, technology, and innovation.

Episode 3

Another Cloud Podcast – Episode 3: Smarter Than Me Series: Interview with Dave Recktenwald

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Dave Recktenwald – February 25th, 2021 (40:30 minutes long) – Transcript and audio only

Today, we bring you customer experience and cloud contact center operations expert and the Regional Sales Director at Genesys, Dave Recktenwald. Technology has changed exponentially over the last few decades from smoke signals, emails, traditional telephony to VOIP and now the cloud-based solutions. Though industry leaders nowadays are becoming more tech-savvy and acknowledge the efficiency of cloud-based solutions, we still have thousands who are doubtful to switch. Please tune in as Alex, Aarde and Dave discuss the current state of the contact center Industry.

Episode 4

Another Cloud Podcast – Episode 4: Remote Work and UCaaS – Breaking Down the Correlation with Graham Carter

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Graham Carter – March 3rd, 2021 (53:40 minutes long) – Transcript and audio only

The coronavirus pandemic has abruptly changed the way we work and will probably change long-term as there will be something else that will again sell the value of work from home when the pandemic is over. Adapting to the new norm is going to be weird and it’s going to be different for every company. There’s a lot of advantages to working from home that maybe some organizations don’t recognize upfront. But how are we dealing with the resistance to permanent work from home? Today, let’s pick up the brain of a strategic and results-driven professional with over 10 years of customer service experience in a Management/Project Owner capacity, Graham Carter as we talk about the challenges of remote work and how do we prepare for the future.

Episode 5

Another Cloud Podcast – Episode 5: CCaas Tomorrow: The Future of the Contact Center Industry with Erika McDowell

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Erika McDowell – March 10th, 2021 (51:09 minutes long) – Transcript and audio only

The future of the contact center industry is very promising. With the migration of the major CCaaS players into the cloud, there are some solutions that were built in the cloud using the IOT (Internet of Things) and open API. Join us and Erika McDowell as we talk about Dialpad and how they fit into this UCaaS and CCaaS cloud landscape. 

Episode 6

Another Cloud Podcast – Episode 6: What You Don’t Know About Headsets with Guest Cooper Johnson

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Cooper Johnson – March 26th, 2021 (37:56 minutes long) – Transcript and audio only

In this episode, we bring you Cooper Johnson, Channel Partner Manager at Headset Advisor to talk about headsets and how it adds value to Telecom customers. Headsets aren’t just a luxury, they are necessity for any work from home call center agent. Picking the right one can turn any agent from unhappy to raving fan. Learn how Headset Advisor can help your team test, buy, and even upcycle your headsets.

Episode 7

Another Cloud Podcast – Episode 7: CX Automation, Change Management and Career Development with Dutta Satadip

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Dutta Satadip – March 30th, 2021 (49:31 minutes long) – Transcript and audio only

Today’s guest is Dutta Satadip, Chief Customer Officer at Active Campaign. He is a global executive specializing in customer engagement, go to market, revenue generation, and scaling operations in organizations ranging from $300M to $85B Fortune 500 global businesses such as Google, Pinterest, and now ActiveCampaign as their Chief Customer Officer. Dutta frequently speaks at major conferences including TEDx on management topics such as Customer Experience, Operations, Change Management, and Leadership.

Dutta Satadip TEDx Talk

Episode 8

Another Cloud Podcast – Episode 8: Exceeding Customer Expectations is overrated with Brett Frazer

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Brett Frazer – April 6th, 2021 (52:10 minutes long) – Transcript and audio only

We’re joined by Brett Frazer, VP of Customer Service at Sunbasket, for Another Cloud Podcast. Brett has built the customer service vision and scaled the organization from a simple M-F email support offering, to an omni-channel skills-based offering combining agent, AI, self service and gig talent focused on providing solutions where his customers need them most.

Tune in as Brett shares:

His 5 A’s methodology to creating an amazing CX and Agent experience
How he uses empathy to drive results
Why exceeding customer expectations is overrated
What his experience can tell you about outsourcing support to a BPO

Episode 9

Another Cloud Podcast – Episode 9: Getting the Skinny on Nice InContact with Justin Borah

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Justin Borah – April 9th, 2021 (40:16 minutes long) – Transcript and audio only

Today’s episode we sat down with Justin Borah, Enterprise Sales Executive with Nice InContact, to talk about what’s going on with NiC and how their customers are using the platform to improve the customer experience, drive performance and increase revenue.

Episode 10

Another Cloud Podcast – Episode 10: Sports Metaphors and the Customer Experience with Troy Shaffer

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Troy Shaffer – April 14th, 2021 (41:48 minutes long) – Transcript and audio only

Today we talk with Troy Shaffer, VP of Contact Center Operations, at SCAN Health to learn how he tackles the balance between maintaining the corporate mission of “keeping seniors health and independent” and driving contact center performance. Leveraging his 30 years of business experience, Troy shares his insights into how he uses technology, people, and process to elevate his employees and the mission at SCAN Health.

Episode 11

Another Cloud Podcast – Episode 11: Getting to the Heart of Customer Experience with Nate Brown

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Nate Brown – April 15th, 2021 (43:05 minutes long) – Transcript and audio only

In this episode, Nate dishes out a new level of energy when talking about the customer experience and how employees have to love the company first. Aarde and I dive deep with Nate to learn his approach to the CX and leading change.

Tune in as we share about:
Employees being brand ambassadors
CX communication
Some of Nate’s top books
The Brand Promise

Episode 12

Another Cloud Podcast – Episode 12: How Lifesize is Making Waves in Digital Transformation with Sarita Fernandes

Hosts: Aarde Cosseboom & Alex McBratneyGuest Speaker: Sarita Fernandes – April 20th, 2021 (41:20 minutes long) – Transcript and audio only

Always great to interview one of our partners…today we had the pleasure of talking to Sarita, VP of Product & Marketing at Lifesize.
Tune in as she shares some of her philosophies and the amazing developments happening at Lifesize:

CX 1st Companies
Why video is here to stay
Digital transformation
Creating a delightful experience