Shows / The Tech Matchmaker
The Tech Matchmaker
The Tech Matchmaker Podcast is your go-to show for discovering the latest breakthroughs transforming the contact center industry. Hosted by Gina Gibson of Think Forward, each fast-paced, ten-minute episode spotlights the smartest, most innovative solutions designed to tackle real-world contact center challenges.
Whether you’re a tech leader searching for your next CCaaS solution, a decision-maker eager to stay ahead of the curve, or simply passionate about the future of customer experience…
Episodes
- The Tech Matchmaker
Build an AI Agent in Minutes, Not Months? Here’s What It Takes | Shrish Mishra
🎙️ New Episode, Now Live! Same process. Same customers. A 38% lower total cost of ownership. That’s the result Shrish Mishra shares from one AIONOS client use…
- The Tech Matchmaker
Is a 28-30% AI Resolution Rate a Win? It Depends on the Process | AIONUS
🎙️ New Episode Dropping Soon! How do you measure AI Success? Shrish Mishra says there’s no single answer. For one business process, an AI resolution rate of 28…
- The Tech Matchmaker
What If Your AI Could Tell You Which Calls You Can’t Fulfill? | Jamaal Savwoir
What if your AI could tell you which calls your business isn’t able to fulfill? In this episode of The Tech Matchmaker, Gina Gibson sits down with Jamaal…
- The Tech Matchmaker
PolyAI: Powerful Use Cases Across Industries
🎙️ New Episode Dropping Soon! It’s Black Friday weekend and your contact center is buried in calls asking what time the store closes. Meanwhile, someone trying…
- The Tech Matchmaker
Contact Center Attrition: How EmpireOneCX Gets It to 3.4% a Month | Fauad Nasir
🎙️ New Episode, Now Live! Gina Gibson questioned the number the first time she saw it. Fauad Nasir says the industry standard for agent attrition is about 5% a…
- The Tech Matchmaker
BPO Founder: “I Can’t Open a Bank, But I Could Open a BPO” | EmpireOneCX
🎙️ New Episode Dropping Soon! In 2016, Fauad Nasir landed in Manila on a business trip for his travel agency. He fell in love with the country and started…
- The Tech Matchmaker
When AI Sells the Product, Advisors Sell the Outcome | Ronnell Richards
🎙️ New Episode, Now Live! AI is the best transactional seller the technology industry has ever seen. Ronnell Richards, best-selling author of Shut the Hell Up…
- The Tech Matchmaker
The Hidden Costs of Building Your Own Software (Build vs. Buy Explained) | Ronnell Richards
🎙️ New Episode Dropping Soon! Just because you can build it doesn't mean you should. That's the line best-selling author and sales coach Ronnell Richards keeps…
- The Tech Matchmaker
Contact Center Data Into Action: How AmplifAI Drove a 20% CSAT Lift | Justin Barnard
🎙️ New Episode, Now Live! Most contact centers are sitting on more performance data than they know what to do with, scattered across phone systems, CRMs, QA…
- The Tech Matchmaker
AI Coaching for Contact Centers: The $135M CSAT Impact | AmplifAI
🎙️ New Episode Dropping Soon! What if you could take your best agent's instincts and turn them into a repeatable playbook for the whole team? That's just part…
- The Tech Matchmaker
What's the Catch? $650 Per Employee in Payroll Tax Savings | Jordan White
🎙️ New Episode, Now Live! "What's the catch?" That's the first question Jordan White hears every time he tells an employer they can save up to $650 per W-2…
- The Tech Matchmaker
$650 Per Employee in Tax Savings Most Companies Miss | EBS Health
🎙️ New Episode Dropping Soon! This one's a bit of a detour for The Tech Matchmaker, and it's worth the detour. Every business with W-2 employees is feeling the…
- The Tech Matchmaker
AI for Contact Centers: Scala.ai's New Intelligence Layer for CX | Greg Smith
New episode is live! 🎙️ Gina talks with Greg Smith, Global Head of Growth and Go-To-Market at Scala.ai, about building an AI platform for contact centers…
- The Tech Matchmaker
How Scala.ai Turns Contact Center Chaos into Clarity | Scala.ai
Every contact center leader says the same thing: too much data, not enough clarity on what to do with it. Dashboards on top of dashboards, a different tool for…
- The Tech Matchmaker
Real-Time Visibility for Contact Centers | Fred Stacey
Welcome back to The Tech Matchmaker Podcast! Host Gina Gibson catches up with returning guest Fred Stacey, CEO of Cloud Tech Gurus, for round two, and this…
- The Tech Matchmaker
Contact Center Visibility You’ve Never Had Before | Peregrine
LinkedIn Teaser 🎙️ New Episode Dropping Soon! Most CX leaders can name every vendor in their contact center stack. Way fewer can tell you what's actually…
- The Tech Matchmaker
CX Leadership: The Servant Challenger Mindset Explained
Most companies think an AI strategy starts with technology. Nate Brown, founder of CX Accelerator, thinks it starts with trust. In this episode, Gina Gibson…
- The Tech Matchmaker
Why CX Transformation Fails Without Trust | Nate Brown of CX Accelerator
🎙️ New Episode Dropping Soon! Most leaders think a CX problem gets solved with more technology. Our guest says it starts with trust, and skipping that step is…
- The Tech Matchmaker
AI Token Costs, Agent Sprawl & Enterprise AI Strategy | Krista
YouTube Description The Tech Matchmaker Podcast welcomes back Aaron Symbolik, AI Orchestration Consultant at Krista, for his second appearance with host Gina…
- The Tech Matchmaker
Are Your AI Token Costs Out of Control? | Krista
LinkedIn Teaser (pre-launch) 🎙️ New Episode Dropping Soon! Quick question: do you actually know what your company is spending on AI tokens right now? Most…
- The Tech Matchmaker
Vintel AI: Real-Time Intent Data That Beats Static Lists
Ulysses Alvarado spent decades in marketing and media before he ever touched tech, starting at IBM and later building his own advertising agency. Watching…
- The Tech Matchmaker
Most AI Voice Agents Sound Great… Until They Don’t
🎙️ New Episode Dropping Soon! You mention something to your spouse at dinner, and thirty seconds later an ad for it shows up on your phone. It feels invasive…
- The Tech Matchmaker
Why Most AI Voice Agents Fail in Production | Simple AI
Most AI voice agents sound fine on a demo and fall apart in production. Cat Li, CEO and Founder of Simple AI, joins Gina Gibson on The Tech Matchmaker to…
- The Tech Matchmaker
How Sanas Is Changing Contact Centers With Accent AI
Tiffany O'Malley from Sanas is back on The Tech Matchmaker, and this time she brought her team with her. In this episode, Gina Gibson sits down with Tiffany…
- The Tech Matchmaker
Journeyfront: How to Spot Hiring Fraud Before Day One
What if the biggest risk in your hiring process isn't a bad interview, it's a candidate who isn't even who they say they are? In this episode of The Tech…
- The Tech Matchmaker
How XEBO.ai Handles 20x More Complaints With AI
Anand Nigam, Co-Founder and Partner at XEBO.ai, joins Gina Gibson on The Tech Matchmaker Podcast to talk about building an AI native experience platform that's…
- The Tech Matchmaker
How Krisp Is Changing Multilingual Contact Centers
Most contact center leaders have never heard of Krisp. But there's a good chance it's already running on their agents' devices — and an even better chance it's…
- The Tech Matchmaker
How Experian Cut Training From 6 Weeks to 4 | Zenarate with Tech Matchmaking
What happens when the person who needs a technology matchmaker doesn't even know one exists — until the right conversation happens at exactly the right moment?…
- The Tech Matchmaker
Why 90% of AI Investments Fail | Lisa L. Levy
90% of companies investing in AI are seeing zero return. This episode explains exactly why — and what the companies winning are doing instead. Gina Gibson sits…
- The Tech Matchmaker
TransUnion Branded Calling Gets More Calls Answered
TransUnion is one of the most recognized names in data — and one of the most underutilized tools in the contact center space. Host Gina Gibson sits down with…
- The Tech Matchmaker
Why Hiring AI Engineers Is So Hard Right Now | Milan Batinich
Most people think a hiring problem is a volume problem. This episode makes the case that it’s almost never about volume — and almost always about strategy…
- The Tech Matchmaker
The Real Story Behind a Perfect Tech Match | QMetrics & SymTrain
Season 2 of The Tech Matchmaker kicks off with a three-way conversation: customer, vendor, and matchmaker. Host Gina Gibson (Think Forward) sits down with Liz…
- The Tech Matchmaker
Season One Finale: The Future of CX Is Smarter Orchestration — Not More Automation | Tech Matchmaker
In our season one finale of The Tech Matchmaker, host Gina Gibson sits down with Molly Moore, Chief Operating Officer of Liveops, to explore how one of the…
- The Tech Matchmaker
Visual Knowledge Management: How Procedureflow Cuts Contact Center Training 50%
Is your contact center's knowledge management system actually delivering knowledge — or just storing data nobody can find fast enough? In this episode of The…
- The Tech Matchmaker
Stop Agent Burnout: How Snowfly Uses Gamification & AI to Boost Contact Center Performance
Is your contact center losing agents because of burnout, isolation, and blind-sided coaching sessions? There's a better way. In this episode of The Tech…
- The Tech Matchmaker
Why Branded Calling Matters: How Pacific East Boosts Answer Rates & Fixes Spam Tags
Is your contact strategy failing because customers don't trust your calls? In this episode of The Tech Matchmaker, host Gina Gibson sits down with Lindy…
- The Tech Matchmaker
Convoso Dialer: How Medigap Life Tripled Revenue with AI-Powered Outbound Sales
Can your dialer keep up with your growth? Or are you losing deals in the seconds it takes to connect? In this episode of The Tech Matchmaker, host Gina Gibson…
- The Tech Matchmaker
Sky Data Vault: Stop $150K/Day Downtime with Real Microsoft 365 & Private Cloud Backups
What happens when downtime costs your company $150,000 per day? In this episode of The Tech Matchmaker, host Gina Gibson is joined by Sarah Freeman, Director…
- The Tech Matchmaker
AI Real-Time Translation: How Alliance BPO Unlocks Spanish Agents for English CX
How do you turn Spanish-speaking agents into high-performing English customer service reps without years of language training? Alliance BPO built AI technology…
- The Tech Matchmaker
Enterprise CX with NiCE: Unifying Voice, Digital, WFO & Agentic AI in One Platform
What separates a contact center platform that simply offers features from one that delivers measurable customer experience outcomes at scale? In this episode…
- The Tech Matchmaker
Unified CX with Nextiva: How UCaaS, CCaaS & AI Connect Voice, Chat, SMS and Contact Centers
What does it actually take to deliver a unified customer experience across voice, chat, SMS, AI, and contact center environments? In this episode of The Tech…
- The Tech Matchmaker
People-First BPO: How SupportU Builds High-Performing Contact Center Teams with Purpose
What happens when a contact center outsourcing company is built around people first? In this episode of The Tech Matchmaker, Gina sits down with Dr. Hui…
- The Tech Matchmaker
Real-Time Contact Center Automation: How Intradiem Boosts Productivity & Prevents Burnout
What if your contact center could adjust in real time — instead of constantly playing catch-up? In this episode of The Tech Matchmaker, Gina sits down with…
- The Tech Matchmaker
From Bots to Agentic AI: How Quiq Is Redefining Customer Experience with Smarter Automation
What if your AI could reason through complex customer issues instead of following rigid scripts? In this episode of The Tech Matchmaker, Gina sits down with…
- The Tech Matchmaker
Stronger Contact Center Leadership: Cut Attrition, Boost Performance, Elevate EX = CX
What if stronger leadership could reduce attrition, improve performance, and build teams that actually want to be at work? In this episode of The Tech…
- The Tech Matchmaker
Conversational Commerce Revolution: Agentic AI, Messaging & Payments in One | Corey Reed (CM.com)
What if customers could browse products, get personalized recommendations, resolve issues, and complete transactions — all within the messaging channels they…
- The Tech Matchmaker
Gamifying Agent Performance: How ZIZO Uses Behavioral Science to Cut Attrition & Boost Productivity
What if you could dramatically reduce attrition, boost productivity, and build a culture agents actually enjoy being part of? In today’s episode of The Tech…
- The Tech Matchmaker
Voice AI That Translates, Clarifies & Connects | Robert Schoenfeld (Krisp) on The Tech Matchmaker
Krisp: Where Every Voice is Heard — and Understood 🎙️ What if every call your agents made — no matter where they were in the world — sounded perfectly clear?…
- The Tech Matchmaker
Authenticx: Making Healthcare More Human with AI | The Tech Matchmaker Podcast
In healthcare, every conversation matters — but too often, critical insights get lost in the noise. That’s where Authenticx comes in. Their AI-powered platform…
- The Tech Matchmaker
Turn Conversations Into Intelligence: How Yactraq’s Clara AI Delivers 34,000x Faster Insights
Ever wish you could turn every customer conversation into actionable business intelligence? In this episode of The Tech Matchmaker, Gina Gibson sits down with…
- The Tech Matchmaker
All-in-One Support Ops: How Assembled Unites WFM, AI Agents & CX Innovation | Annelies Husmann
What if your workforce management, AI agents, and BPO oversight all lived in one place? In this episode of The Tech Matchmaker, Gina Gibson sits down with…
- The Tech Matchmaker
Ethical AI, CX Innovation & Social Impact | Bryce Cressy (Nutun) on The Tech Matchmaker
From Johannesburg to global boardrooms, Nutun is showing how a BPO can deliver measurable business results while making a lasting social impact. In this…
- The Tech Matchmaker
Automated Call Testing Every Enterprise Needs | Michael Kinsella (Klearcom) on The Tech Matchmaker
Klearcom’s Michael Kinsella joins Gina Gibson to break down why automated testing is no longer optional for enterprises. Whether it’s toll-free reliability…
- The Tech Matchmaker
Transforming BPOs with AI and Technology | John Coulter from Five Star on The Tech Matchmaker
What does a modern BPO look like in 2025? It’s no longer just about staffing — it’s about optimizing tech, leveraging AI, and driving innovation. In this…
- The Tech Matchmaker
Predicting Attrition Before It Happens | Andrew Cook (HeadsUp) on Employee Engagement & Retention
Can you really predict attrition before it happens? Andrew Cook, CEO & Founder of HeadsUp, joins Gina Gibson on The Tech Matchmaker to reveal how real-time…
- The Tech Matchmaker
🎥 Live Now — Knowledge That Powers CX | The Tech Matchmaker Podcast w/ Tyler Dixon of LivePro
In this episode, Gina Gibson sits down with Tyler Dixon, SVP of Customer Growth at LivePro, to explore how purpose-built knowledge management is transforming…
- The Tech Matchmaker
How ServiceNow Is Transforming Workflows with AI | John Badstubner on The Tech Matchmaker
From mental health counseling to leading tech-for-good initiatives, John Badstubner brings a unique perspective to this episode of The Tech Matchmaker. Host…
- The Tech Matchmaker
Why Contact Centers Choose Dialpad | The Tech Matchmaker Podcast w/ Ryan McKenzie
In this extended episode of The Tech Matchmaker, host Gina Gibson is joined by Ryan McKenzie, Head of Partner Sales at Dialpad, for a fast-paced but in-depth…
- The Tech Matchmaker
Why More Companies Are Choosing Nearshore BPOs w/ Travis Currier of TheCallGurus in Tech Matchmaker
The Call Gurus is redefining what it means to outsource — combining U.S.-fluent agents, a deep understanding of contact center operations, and tech flexibility…
- The Tech Matchmaker
How CollaborationRoom.ai Is Reinventing the Contact Center Floor | The Tech Matchmaker Podcast
In this episode of The Tech Matchmaker, Gina Gibson sits down with Jason Hiland, CRO of CollaborationRoom.ai, to explore how their patented platform recreates…