Best Call Center Operations Podcasts (2025)

1
Media Bias and Its Impact on Politics, Joe Biden's Cancer Diagnosis, and Pope Leo the based 1:16:58

6d ago1:16:58

1:16:58

Thanks for listening! Be sure to give us a rating and share with others. Stayed tuned for the Bully Pulpit live show at the 2025 SBC on June 9th at 4pm! Stay tuned for more information and registration details. Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/dean…

1
102 S12 Ep 08 – La Familia at War: 7th SFG(A) “Red Empire” Adapts to Large Scale Combat Operation w/COL Nelson, CSM Dunn, & CW5 Villareal 46:59

12d ago46:59

46:59

The Joint Readiness Training Center is pleased to present the one-hundredth-and-second episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the former Commander of Ops Group (COG), COL Matthew Hardman. Today’s guests are the command team for 7th Special Forces Group (Airborne). COL Patrick “Pat” Nelson is the Commander of 7th SFG(A). C…

1
Breaking down the divide between the Republican and Democratic Party and where do Christians go from here? 1:19:06

13d ago1:19:06

1:19:06

Thanks for listening! Be sure to give us a rating and share with others. Stayed tuned for the Bully Pulpit live show at the 2025 SBC on June 9th at 4pm! Stay tuned for more information and registration details. Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/dean…

1
101 S11 Ep 07 – Understanding the Challenge of the Dragon: Decoding China’s People’s Liberation Army’s Tactics and Strategy w/Mr. Peter Wood of the Foreign Military Studies Office 1:00:07

20d ago1:00:07

1:00:07

The Joint Readiness Training Center is pleased to present the one-hundredth-and-one episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Senior Intelligence Observer-Coach-Trainer for the Intelligence Task Force, COL Cory Reiter on behalf of the Commander of Ops Group (COG). Today’s guest is the senior military analyst at the China…

1
Bring back Alcatraz and TGIF, Memes for me but not for thee, and give us Alberta! 1:04:04

20d ago1:04:04

1:04:04

Thanks for listening! Be sure to give us a rating and share with others. Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
Trump's first 100 days in office, the abortion pill, Amazon vs the White House, and More 1:00:37

27d ago1:00:37

1:00:37

Thanks for listening! Be sure to give us a rating and share with others. Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
100 S01 Ep 36 – Order in Chaos: The Art of Synchronizing Battalion Operations in Large-Scale Combat Operations w/the JRTC TF-2 Team 55:44

27d ago55:44

55:44

The Joint Readiness Training Center is pleased to present the one-hundredth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by COL Ricky Taylor, the Commander of Ops Group (COG). Today’s guests are all seasoned observer-coach-trainers (OCTs) from Task Force Two (IN BN). LTC Andrew “Andy” Smith is the TF Senior for TF-2 (IN BN). MAJ M…

1
Easter Recap, Christianity Today, and the Walker/Teetsel showdown over a 90ft statue 1:13:23

1M ago1:13:23

1:13:23

Thanks for listening! Be sure to give us a rating and share with others. Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
099 S01 Ep 35 – From Wargaming to Warfighting: Military Decision Making Process That Delivers in Large-Scale Combat Operations w/the JRTC BC2 Team 1:02:17

1M ago1:02:17

1:02:17

The Joint Readiness Training Center is pleased to present the ninety-nineth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the LTC Westly “West” LaFitte, the Brigade Executive Officer Observer-Coach-Trainer for Brigade Command & Control on behalf of the Commander of Ops Group (COG). Today’s guests are two other senior members of …

1
2025 Geek Gauge CCaaS Rankings! 18:24

1M ago18:24

18:24

Send us a text In this episode of the Advice from a Call Center Geek podcast, we unveil our highly anticipated 2025 Geek Gauge CCaaS Rankings. We break down the comprehensive analysis of the top 19 Contact Center as a Service platforms, showing which vendors truly lead the pack in 2025. Using a groundbreaking approach that combines ChatGPT's analyt…

1
Holy Week at the White House, Colorado redefines discrimination, and what’s next for BP? 1:07:41

1M ago1:07:41

1:07:41

Thanks for listening! Be sure to give us a rating and share with others. Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
098 S03 Ep 10 – No Shortcuts to Proficiency: Closing the Gap in Small Unit Lethality and Readiness 50:01

1M ago50:01

50:01

The Joint Readiness Training Center is pleased to present the ninety-eighth episode to air on ‘The Crucible - The JRTC Experience. Hosted by the Task Force Senior for the TF-1 (IN BN), LTC Charles “Chuck” Wall on behalf of the Commander of Ops Group (COG). Today’s guest is the First Sergeant for Headquarters and Headquarters Company of Operations G…

1
097 S01 Ep 34 – Warfighting at Scale: Planning, Leadership, and Lessons Learned in Large-Scale Combat Operations w/LTG Anderson of XVIII Airborne Corps 57:06

2M ago57:06

57:06

The Joint Readiness Training Center is pleased to present the ninety-seventh episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by COL Ricky Taylor, the Commander of Ops Group (COG). Today’s guest is the Commanding General for XVIII Airborne Corps, LTG Gregory Anderson. The XVIII Airborne Corps was founded in January of 1942 just five w…

1
Tariff Tantrums, Malicious Compliance, and Stay in Your Lane? 1:17:14

2M ago1:17:14

1:17:14

Thanks for listening! Be sure to give us a rating and share with others. Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
What to Demand from Your 2025 Outsourcing Partner- Setting Up Your RFP 23:23

2M ago23:23

23:23

Send us a text In 2025, outsourcing isn’t just about price, it’s about AI, partnership, tech, and long-term CX strategy. In this episode, Tom Laird breaks down exactly what to look for in a modern contact center outsourcing partner and how to build an RFP that separates real CX tech players from the fluff. From AI expectations and data transparency…

1
Is Third Way the way? / The New World of AI 1:00:48

2M ago1:00:48

1:00:48

Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
096 S04 Ep 05 – Drones in the Fight: Small Unmanned Aircraft Systems at Echelon during Large-Scale Combat Operations w/LTC Mason Thornal & CW3 Jerrad Rader 43:43

2M ago43:43

43:43

The Joint Readiness Training Center is pleased to present the ninety-sixth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the BDE Command & Control (BCT HQ), LTC Timothy Price on behalf of the Commander of Ops Group (COG). Today’s guests are the notorious “Geronimo 06,” LTC Mason Thornal, and a seasoned …

1
No DOE, No Marriage, and Dean's Public School Stand 1:14:59

2M ago1:14:59

1:14:59

Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
095 S05 Ep 03 – Blood, Sweat, and Battlefield Medicine: Medical Operations in Large-Scale Combat Operations w/two JRTC Medical Professionals 53:02

2M ago53:02

53:02

The Joint Readiness Training Center is pleased to present the ninety-fifth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the TF Sustainment (BSB / CSSB), LTC Bruce Roett on behalf of the Commander of Ops Group (COG). Today’s guests are two seasoned medical professionals with TF Sustainment (BSB / CSSB),…

1
The Survey Delusion: Why NPS and CSAT Are Failing Your Call Center 25:10

2M ago25:10

25:10

Send us a text EPISODE DESCRIPTION: Are your post-call surveys actually providing meaningful insights, or just creating a dangerous illusion of customer understanding? In this eye-opening episode of Advice from a Call Center Geek, we tackle the uncomfortable truth about those NPS and CSAT metrics your executive team loves so much. The shocking real…

1
094 S02 Ep 17 – Leadership at Echelon & the Sergeant Major’s Impact on Warfighting within the BCT w/CSM Michael Hall 48:52

2M ago48:52

48:52

The Joint Readiness Training Center is pleased to present the ninety-fourth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by COL Ricky Taylor, the Commander of Ops Group (COG). Today’s guest is a familiar face on The Crucible, the former Command Sergeant Major of Ops Group (CSMOG), CSM Michael Hall. This episode explores the evolvi…

1
The battle on deportation, one judge Stops Trump, and who’s on the ticket in 2028? 1:01:17

2M ago1:01:17

1:01:17

Have questions you want answered on the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
Dean trades the cave for Canada, 5 year anniversary of COVID, and answering listener questions 1:16:58

3M ago1:16:58

1:16:58

Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
093 S01 Ep 33 – Large-Scale Combat Operations Symposium 2024 w/COL Ricky Taylor 2:03:25

3M ago2:03:25

2:03:25

The Joint Readiness Training Center is pleased to present the ninety-third episode to air on ‘The Crucible - The JRTC Experience’ and the fourth* annual Large Scale Combat Operations Symposium. Hosted by COL Ricky Taylor, the Commander of Ops Group (COG). Today’s guests are all seasoned observer-coach-trainers (OCTs) from across Operations Group, L…

1
Leveraging Technology for Smarter Healthcare Operations 36:42

3M ago36:42

36:42

In this episode of Senior Housing Unfiltered, host Tod Petty is joined by co-host Deionte Meredith Davis to explore the evolving role of technology in healthcare operations. Sponsored by Fynn.io, a leader in AI-driven healthcare data solutions, and AccuShield, a provider of visitor sign-in and entry management solutions, this discussion dives into …

1
Vance/Zelensky Beef, Dems in the Wilderness, NYT Says We’ve Bottomed Out 1:16:44

3M ago1:16:44

1:16:44

Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
092 S01 Ep 32 – The Backbone of the Battlefield: Command Sergeants Major in Large-Scale Combat w/CSM Oracio Pena and CSM Michael Hall 44:16

3M ago44:16

44:16

The Joint Readiness Training Center is pleased to present the ninety-second episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the BDE Command & Control (BCT HQ), LTC Timothy Price on behalf of the Commander of Ops Group (COG). Today’s guests are two senior command sergeants major, CSM Oracio Pena and CSM Mi…

1
091 S01 Ep 31 – Planning in a Whirlwind - Myths, Realities, and the Need to Do Military Decision Making Process in Large Scale Combat Operations w/the JRTC BC2 Team 1:14:05

3M ago1:14:05

1:14:05

The Joint Readiness Training Center is pleased to present the ninety-first episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the LTC Westly “West” LaFitte, the Brigade Executive Officer Observer-Coach-Trainer for Brigade Command & Control on behalf of the Commander of Ops Group (COG). Today’s guests are two other senior members of B…

1
5 things the guys did last week, VP Vance's remarks on Christianity in society, and empathy with Joe Rigney 1:07:05

3M ago1:07:05

1:07:05

Leave a review for a chance to win a copy of Joe Rigney's book "The Sin of Empathy." Be sure to follow Joe and you can purchase his book here https://x.com/joe_rigney Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
Beyond AHT and SLA: How to Measure Success in AI-Powered Contact Centers 20:00

3M ago20:00

20:00

Send us a text Traditional contact center metrics like Average Handle Time and Customer Satisfaction scores have served the industry well for decades. But as AI transforms how we serve customers, through virtual agents, agent assistance tools, auto-quality assurance, and intelligent summarization, yesterday's KPIs are no longer enough. In this grou…

1
Trump's Executive Order on IVF, Free Speech, and MEGA! 1:10:40

3M ago1:10:40

1:10:40

Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
090 S10 Ep 03 – Breaking Down the Battlefield: Intel’s Role in Targeting and Decision-Making within the Brigade Combat Team w/the JRTC Intel Team 1:04:54

3M ago1:04:54

1:04:54

The Joint Readiness Training Center is pleased to present the ninetieth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the BDE Command & Control (BCT HQ), LTC Timothy Price on behalf of the Commander of Ops Group (COG). Today’s guests are three seasoned Observer-Coach-Trainers across the intelligence war…

1
Wheaton is Not Like Us, Answering Listener Questions, and the Return of Plastic Straws 1:06:20

3M ago1:06:20

1:06:20

Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
089 S05 Ep 02 – Sustainment as a Warfighting Function: Keeping Combat Power in the Fight w/Three JRTC Sustainers 56:32

3M ago56:32

56:32

The Joint Readiness Training Center is pleased to present the eighty-ninth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by COL Ricky Taylor, the Commander of Ops Group (COG). Today’s guests are three JRTC sustainers, LTC Bruce Roett, CPT Darrius Chisholm, and CPT Chad Lipe. LTC Roett is the Task Force Senior for the TF Sustainment…

1
Trump Floods The Zone, USAID, King David on Amazon 1:08:43

4M ago1:08:43

1:08:43

Have questions for the pod? Email us: [email protected] Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
088 S01 Ep 30 – Lessons Learned from Two Infantry Officers at the Maneuver Captain's Career Course w/CPT Wilson & 1LT Hoover 50:51

4M ago50:51

50:51

The Joint Readiness Training Center is pleased to present the eighty-eighth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the MAJ(P) Westly “West” LaFitte, the Brigade Executive Officer Observer-Coach-Trainer for Brigade Command & Control on behalf of the Commander of Ops Group (COG). Today’s guests are two Infantry Officers at …

1
Contact Center Coaching 2.0 -Turning QA Insights into Agent Coaching Gold 24:42

4M ago24:42

24:42

Send us a text Most QA programs score agents but don’t actually develop them—and that’s the problem. In this episode, we break down how to move beyond compliance-based QA and use real call insights to coach smarter, faster, and better. You’ll learn: ✅ Why high QA scores don’t always mean high performance ✅ How to shift from traditional QA to coachi…

1
The American Airlines tragedy, where are Dean and Andrew, and more with Grant Newman 1:12:07

4M ago1:12:07

1:12:07

Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
087 S07 Ep 06 – The Art & Application of Joint Fires in LSCO, Part 2 of 2, w/the JRTC Fire Support Enterprise 55:48

4M ago55:48

55:48

The Joint Readiness Training Center is pleased to present the eighty-seventh episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by COL Ricky Taylor, the Commander of Ops Group (COG). Today’s guests are three seasoned Observer-Coach-Trainers across the fire support enterprise at the JRTC with over an astonishing one hundred completed rot…

1
Beyond Words: Measuring AI Empathy Through Impact 18:28

4M ago18:28

18:28

Send us a text In this thought-provoking episode of Advice from a Call Center Geek, we dive deep into one of the most contested questions in customer service technology: Can artificial intelligence truly demonstrate empathy, and how do we meaningfully measure it? While tech companies tout their AI's emotional intelligence capabilities, we'll cut th…

1
Entering the Golden Age with President Trump: Talking all things Inauguration Day 1:17:19

4M ago1:17:19

1:17:19

Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
Senior Housing Transformation 2025 and Beyond: Participate in The Boom! 30:02

4M ago30:02

30:02

A transformation—not just a simple change—is on the horizon. In this episode, explore the emerging opportunities that are set to redefine the senior housing industry. We'll dive into the sweeping changes ahead and provide key insights on how you can strategically position yourself for what might be the greatest real estate opportunity of a lifetime…

1
The California Wildfires, Remembering President Carter, and America is SO back! 1:17:24

4M ago1:17:24

1:17:24

Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
086 S01 Ep 29 - Relearning the Lost Art of Wargaming w/JRTC’s DCOG, LTC Ian Ginty 1:00:56

4M ago1:00:56

1:00:56

The Joint Readiness Training Center is pleased to present the eighty-sixth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the BDE Command & Control (BCT HQ), LTC Timothy Price on behalf of the Commander of Ops Group (COG). Today’s guest is the Deputy Commander of Operations Group (DCOG), LTC Ian Ginty. A…

1
Let's Get Real: The True Story of AI in CX & Your 2025 Game Plan 33:12

4M ago33:12

33:12

Send us a text Tired of the AI hype cycle? In this straight-shooting episode, we're diving into what's actually happening with AI in customer experience operations right now. Not what vendors are promising, not what futurists are predicting, but the real deal from someone in the trenches. You'll discover what's genuinely working, what's still smoke…

1
085 S07 Ep 06 – Strike’s Fires – A Mobile Brigade Combat Team’s Fire Support Enterprise in Large Scale Combat Operations w/LTC Haskell of 1-320 FA, 2nd MBCT, 101st ABN (AASLT) 38:15

5M ago38:15

38:15

The Joint Readiness Training Center is pleased to present the eighty-fifth episode to air on ‘The Crucible - The JRTC Experience.’ LTC Russell Cummings is the TF Senior of Fires Support Task Force and OCT for the battalion commander of the various field artillery battalions at the JRTC, on behalf of the Commander of Ops Group (COG). Today’s guest i…

1
Tragedy in New Orleans, Greenland the 51st state, and Zuckerberg with Nathan Leamer 1:20:56

5M ago1:20:56

1:20:56

It was great having Nathan Leamer on the pod today. Be sure to give him a follow! https://x.com/nathanleamerdc Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

1
2025 Predictions for CX and the Contact Center Industry 26:29

5M ago26:29

26:29

Send us a text As we wrap up another year, it's time for our highly anticipated ACG 2025 Predictions Episode! In this special forecast, we'll dive deep into the future of technology and customer experience, sharing valuable insights from the entire Expivia team. What groundbreaking technologies will reshape the CX landscape? How will AI continue to…

1
A Holiday Special with two pastors, an ethics professor, and a political operative! 1:01:37

5M ago1:01:37

1:01:37

Who has the best Christmas? The Mayor: Decor: Moravian Star Carol: Hark the Harold Angels Sing Movie: Home Alone 1 Wild Card: Any rendition of A Christmas Carol Andrew: Decor: Nativity Scene Carol: I heard the Bells on Christmas Day Movie: Kristmas with the Kranks Wild Card: Non-alcoholic vanilla egg nog Reed: Decor: Stocking hung on the mantle Car…

1
The Drones / Madison Shooting / Teetsel, Trump and Lincoln 1:15:12

5M ago1:15:12

1:15:12

Follow the squad: https://x.com/ErikReed https://x.com/deaninserra https://x.com/andrewtwalk https://x.com/EricTeetselBy Andrew Walker, Dean Inserra, Erik Reed, and Eric Teetsel

Podcasts Worth a Listen

Call Center Operations Podcasts

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