Best Call Center Operations Podcasts (2025)

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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

10d 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…

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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

17d 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…

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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

25d 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…

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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 …

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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…

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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…

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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…

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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…

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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 …

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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),…

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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…

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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…

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

2M 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…

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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 …

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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…

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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…

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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…

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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
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…

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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 …

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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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…

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084 S04 Ep 04 – Reconnaissance in a Post-ARSTRUC World w/JRTC’s DCOG, LTC Ian Ginty 49:31

5M ago49:31

49:31

The Joint Readiness Training Center is pleased to present the eighty-fourth 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. …

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The Future of Contact Center Outsourcing: What to Expect in 2025 21:29

5M ago21:29

21:29

Send us a text (I apologize for the poor audio on this episode, we had a mic failure, but the content is awesome so I hope you still find value!) In this episode of the ACG podcast we explore the future of contact center outsourcing in 2025. We dive into what a modern BPO RFP should include, moving beyond buzzwords like 'white glove service' and 's…

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083 S12 Ep 07 – Getting Pegasus Ready – 2 PARA’s Approach to LSCO w/LtCol Hitchins & RSM Groves of the British Arm 1:07:38

5M ago1:07:38

1:07:38

The Joint Readiness Training Center is pleased to present the eighty-third episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Executive Officer Observer-Coach-Trainer for Brigade Command & Control (BDE HQ), LTC Westly “West” LaFitte on behalf of the Commander of Ops Group (COG). Today’s guests are the command team for …

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082 S07 Ep 05 – The Science & Foundation of Joint Fires in LSCO, Part 1 of 2, w/the JRTC Fire Support Enterprise 52:40

6M ago52:40

52:40

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

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The Future of QA: Why AI is a Game-Changer for Contact Center Quality in 2025 31:39

6M ago31:39

31:39

Send us a text The way contact centers approach Quality Assurance is undergoing a major transformation, and AI is at the heart of it. In this episode, we explore how advanced tools are enabling intent analysis, uncovering customer behavior patterns, and streamlining QA processes to deliver more meaningful insights. Learn how solutions like OttoQa a…

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081 S01 Ep 28 - Breaking the Gridlock: Stryker Tactics in Restrictive Terrain & Multidomain Maneuver w/MG Doyle & CSM Kupratty of 4th ID 48:38

6M ago48:38

48:38

The Joint Readiness Training Center is pleased to present the eighty-first episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by COL Ricky Taylor, the Commander of Ops Group (COG). Today’s guests are the Commanding General and Division Command Sergeant Major of the 4th Infantry Division, MG David Doyle and CSM Alex Kupratty. This episod…

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080 S05 Ep 01 – How to Sustain the Brigade Fight in Large Scale Combat Operations w/Three Senior Sustainers 1:35:07

6M ago1:35:07

1:35:07

The Joint Readiness Training Center is pleased to present the eightieth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the Leader Training Program, LTC Drew Zabriskie on behalf of the Commander of Ops Group (COG). Today’s guests are two senior sustainers, LTC Bruce Roett & LTC Daniel Belzer. LTC Bruce Ro…

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Why a $1 trillion Investment Shortage by 2040 is Our Greatest Opportunity! 45:15

6M ago45:15

45:15

Justine Elshire, Managing Director of Lument Real Estate Capital Holdings, a leading investment and mortgage banking firm focused on the senior living market joins Senior Housing Unfiltered. Today we discuss the salient information behind a 275 billion investment gap in senior living development across the country by 2030 and $1 trillion investment…

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Mastering Black Friday and Cyber Monday: Your Ultimate Contact Center Superbowl Playbook 16:56

6M ago16:56

16:56

Send us a text Black Friday and Cyber Monday are almost here, bringing the year's biggest sales rush! For contact centers, this is the Super Bowl of customer service, and preparation is everything. In this episode of ACG, we dive into updated best practices to help your team stay ahead, deliver exceptional customer experiences, and handle the holid…

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079 S09 Ep 02 – Command Post Modernization and Survivability - Be Hard to Find and Hard to Kill 36:54

6M ago36:54

36:54

The Joint Readiness Training Center is pleased to present the seventy-ninth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the S-3 Operations Officer for the Plans / Exercise Maneuver Control, MAJ Daniel Plumb on behalf of the Commander of Ops Group (COG). Today’s guests are CPT Princeton Bradley and SFC Michael LaPlant. CPT Brad…

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078 S03 Ep 09 – Preparing Warfighters to Take Company Command w/Two Small Group Leaders from the Maneuver Captain's Career Course 51:45

7M ago51:45

51:45

The Joint Readiness Training Center is pleased to present the seventy-seventh 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 Small Group Leaders…

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077 S08 Ep 02 – Planning and Employment of a Combat Aviation Brigade in Large Scale Combat Operations w/COL Nicholas Ploetz of 4th Combat Aviation Brigade 39:16

7M ago39:16

39:16

The Joint Readiness Training Center is pleased to present the seventy-seventh episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the CSM Erik Burris, the Task Force Senior Enlisted Observer-Coach-Trainer for TF Aviation on behalf of the Commander of Ops Group (COG). Today’s guest is COL Nicholas Ploetz, Commander of the 4th Combat Av…

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076 S02 Ep 16 – Red Arrow Resilience and Lessons from the Les Terribles in Action at the JRTC w/MSG William Kocken 38:42

7M ago38:42

38:42

The Joint Readiness Training Center is pleased to present the seventy-sixth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Command Sergeant Major of Ops Group (CMOG), CSM Michael Hall. Today’s guest is MSG William Kocken, which is the Operations Sergeant Major for 2nd Battalion, 127th Infantry Regiment. The 2nd Battalion, 127…

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075 S02 Ep 15 - Preparing for the Next Fight & the Army's Modernization Effort of Transformation in Contact w/COL Stultz of 2MBCT/101 ABN 49:16

7M ago49:16

49:16

The Joint Readiness Training Center is pleased to present the seventy-fifth 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 Brigade Commander for 2nd Mobile Brigade Combat Team, 101st …

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074 S01 Ep 27 - Be Brilliant at the Basics: Advice for Army National Guard Units w/BG Riley & CSM Carver of the Oregon ARNG 32:19

8M ago32:19

32:19

The Joint Readiness Training Center is pleased to present the seventy-fourth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Task Force Senior for the Leader Training Program, LTC Drew Zabriskie on behalf of the Commander of Ops Group (COG). Today’s guests are BG Eric Riley & CSM Jeremy Carver of the Oregon Army National Guard…

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073 S01 Ep 26 - Long Range Airborne Envelopment During Large Scale Combat Operations w/MG Work, CDR of the 82nd ABN 57:46

8M ago57:46

57:46

The Joint Readiness Training Center is pleased to present the seventy-third episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the Commander of Ops Group (COG), COL Ricky Taylor. Today’s guest is the Commanding General for the 82nd Airborne Division, MG James “Pat” Work. MG Pat Work has served for 29 years in the U.S. Army, beginning…

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𝗕𝗶𝗴 𝗜𝗺𝗽𝗮𝗰𝘁, 𝗦𝗺𝗮𝗹𝗹 𝗕𝘂𝗱𝗴𝗲𝘁: 𝗔𝗜 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀 𝗳𝗼𝗿 𝗦𝗠𝗕 𝗖𝗼𝗻𝘁𝗮𝗰𝘁 𝗖𝗲𝗻𝘁𝗲𝗿𝘀 27:49

8M ago27:49

27:49

Send us a text In this episode of ACG, we explore how small and medium-sized businesses can harness authentic artificial intelligence to transform their contact centers without overspending. With a flood of so-called "AI" products in the market, we help you distinguish genuine solutions from the fakes to ensure you're investing wisely. Learn how fo…

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072 S09 Ep 01 – Establishing & Maintaining Command & Control on the Battlefields of Tomorrow w/MG Ellis, the Director of Network Cross-Functional Team 43:45

8M ago43:45

43:45

The Joint Readiness Training Center is pleased to present the seventy-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 MG Patrick Ellis and Mr. Mark Kitz. MG Ellis is the Director …

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071 S02 Ep 14 – Realities of Large Scale Combat Operations at the Battalion Echelon w/MAJ Edward Worman & SGT Stephanie Smith of the 2-130 IN “Blackhawks” 43:05

8M ago43:05

43:05

The Joint Readiness Training Center is pleased to present the seventy-first episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the former Commander of Ops Group (COG), COL Matthew Hardman. This will be his last episode to host, but we may seem him as a guest in the future. Today’s guests are two key members from 2nd Battalion, 130 In…

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070 S02 Ep 13 – Now and Then: Experiences and Lessons Learned Over Time at the JRTC as an Observer-Coach-Trainer w/CPT Whitney Strong & CPT Joshua Kent 1:12:50

8M ago1:12:50

1:12:50

The Joint Readiness Training Center is pleased to present the seventieth 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 two seasoned Observer-Coach-Trainers, CPT Whitney Strong and CPT Joshua Kent. This episode is special because it is a compilation …

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069 S01 Ep 25 – Professional Reading for the Military Practitioner w/COL(R) Mike Kershaw of JRTC’s Leader Training Program 1:26:31

9M ago1:26:31

1:26:31

The Joint Readiness Training Center is pleased to present the sixty-ninth episode to air on ‘The Crucible - The JRTC Experience.’ Hosted by the former Commander of Ops Group (COG), COL Matthew Hardman. Today’s guest is the deputy senior mentor at the Leader Training Program at the JRTC, COL(R) Mike Kershaw. He spent 34 years on active duty as an in…

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Unmasking False Hustle: Revolutionizing Customer Experience 30:07

9M ago30:07

30:07

Send us a text Join me for an exciting episode where I take a deep dive into the heart of my latest book, False Hustle. Many contact centers and CX leaders are unknowingly sabotaging their own success by focusing on misguided efforts to appear productive. In this episode, I’ll be sharing insights on how to break the cycle of false hustle and transf…

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