About the Show
Another Cloud Podcast
A podcast designed to bring you stories from the smartest minds in IT, operations and business, and learn how they’re using Cloud Technology to improve business and the customer experience.
Latest Episode
Another Cloud Podcast – Episode 36: Learning about Contact Center Automation Software with Jacada
Hosts: Aarde Cosseboom & Alex McBratney, Guest Speakers: Scott Merrit and Kumaran Shanmuha – July 20th, 2021 (43:21 minutes long)
Scott Merrit and Kumaran Shanmuha dive into the challenges of running complex contact centers and the complexity that comes with them. They’ll explain how Jacada is tackling this problem by using real-time agent assistance to equip agents with the information they need when they need it.
Meet the Hosts
Aarde Cosseboom
For the last 2 decades Aarde’s professional experience has been in the Contact Center world, helping businesses support their consumers through cloud based SaaS products and technologies. He Enjoys working with large global customer service teams to increase and leverage; customer experience, customer success, operations, technology, customer service, and people development. Aarde is also the author of the Contact Center book – ‘Enable Better Service: A Customer Service Contact Center Story of Breaking Away from the Norm Through Creativity, Technology and Innovation’.
Alex McBratney
Alex began his career in telecommunications as a Time Warner Cable sales consultant for Sandler Partners. After only 18 months, Alex had acquired 395 clients and sold just over $2M in contracted revenue all through knocking on doors. There, he quickly acquired the skills, adaptability, and know-how required to succeed as a leader in IT consulting. In 2016, his focus shifted to developing full-service consultancy for his mid-market clientele as he recognized a need for simple yet reliable processes throughout the sales cycle. Four years later, the newly created Adler Advisors team has over 100 mid-market clients with more than $19M in contracted revenue, supported by a growing team. He has found success through a relentless work ethic and a knack for truly listening to clients. Alex has built a loyal network of clients by always doing right by them and putting their needs first.
Dustin Riedel
Dustin brings over 20 years of experience in various aspects of telecommunications consulting. After selling Voice hardware solutions for Affant Communications, Dustin joined LanTelligence selling Shoretel Contact Center solutions to mid-market organizations. In 2007, he joined Sandler Partners as a Channel Manager (ie. Superstar) and has been named the Top Sales Rep each year since 2016 with over $5M in annual revenue and $15M in contracted revenue. Dustin brings a combination of humor, honesty and goal-oriented ambition to every client project. He takes pride in understanding the “why” and providing solutions that are accurate, cost-effective and future-proof. He is on the Board of Africa New Day, a non-profit that empowers people to become leaders in their community, equipped to tackle Congo’s problems at the source.
Jeff Young
Jeff brings over 40 years of IT experience to The Confer Group, including 39 years at Haynes International, Inc., most recently serving as their Vice President and CIO for 15 years. After retiring in 2020, Jeff has dedicated himself to continuing to connect IT executives with one another and with vendors that can supply the technologies necessary for day to day operations. Throughout his professional career, Jeff has accumulated a vast knowledge of technology operations which allows him to act as an essential resource to other IT executives in his role as CIO in Residence. He is excited to bring his passion for connecting with and providing support to CIOs to The Confer Group. In his spare time, Jeff enjoys being on the water, perfecting his imperfect golf game, and spending time with his family.
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 McBratney, Guest 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 McBratney, Guest 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 McBratney, Guest 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 McBratney, Guest 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 McBratney, Guest 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.
Episode 8
Another Cloud Podcast – Episode 8: Exceeding Customer Expectations is overrated with Brett Frazer
Hosts: Aarde Cosseboom & Alex McBratney, Guest 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 McBratney, Guest 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 McBratney, Guest 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 McBratney, Guest 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 McBratney, Guest 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