Cloud Tech Gurus

05/28/2026

He started with a paper route at 12. Then outbound calls. Hotels. Nashville's music industry. Then Hershey.

Justin Robbins never planned a contact center career, he just kept showing up where serving people mattered.

In the full episode, he gets into why disengagement is spreading, what leaders are missing when it comes to trust, and why the contact center might actually be the best launchpad in any organization.

Drops next Thursday on The Contact Center Journeys Podcast with Fred Stacey.

Subscribe on YouTube so you're there from the start 👉 https://bit.ly/4uG6ZAm

05/27/2026

Most contact centers are built for average. Average volume. Average demand. Average days.

GigCX is built for reality.

Our CEO Fred Stacey sat down with Jon Brown, SVP of Client Results at Liveops, to break down what on-demand CX staffing actually looks like when it's working - not the concept, the real thing running inside Fortune 100 and 500 brands today.

A few things that hit different in this conversation:
→ Traditional BPOs staff around a watermark. GigCX matches 30-minute demand windows, no excess, no gaps.
→ One client hit 400–500% over forecast. The gig model tripled coverage in under 45 minutes.
→ The talent pool is no longer 20 miles from a building. It's national, global, and already trained.
→ AI isn't replacing agents, it's making the agents you have significantly better.

We've spent years helping enterprise contact centers find the right outsourcing model. GigCX is the one that keeps coming up when the real pain is attrition, unpredictable volume, and the cost of overstaffing to stay ready.

We didn't study contact centers. We ran them. And this model is the real deal.

🎥 Watch the full webinar → https://bit.ly/4wUK9Gu
📖 Read the recap → https://bit.ly/49JTZkX
🔗 Explore GigCX sourcing → https://bit.ly/4dBxhOg
Discuss what model fits your operation → https://bit.ly/4nTgfyx

05/21/2026

𝐈𝐭'𝐬 𝐥𝐢𝐯𝐞. 🎙️

"BPOs still competing on cost-per-agent-hour are building on a foundation that's actively dissolving underneath them."
That's Siddharth Victor, SVP & Head of Support Services at Movate, 23 years in this industry, and he didn't hold back.

This episode covers:
→ Why your BPO contract is structurally working against you
→ How a global gaming company went from 6% to 86% autonomous resolution
→ What outcome-based accountability actually looks like when both parties have skin in the game
→ The one thing that kills most outsourcing engagements

If you lead a BPO, run a contact center, or buy outsourcing services — this one is worth your full attention.

▶️ Watch on YouTube: https://bit.ly/4tTi2VN
🎙️ Listen on all platforms: https://bit.ly/4tNsUnO

The BPO industry is splitting in two — commodity providers heading toward irrelevance, and transformation partners capturing all the growth.In this episode, ...

05/19/2026

𝐓𝐡𝐨𝐮𝐬𝐚𝐧𝐝𝐬 𝐨𝐟 𝐁𝐏𝐎𝐬 𝐡𝐚𝐯𝐞𝐧'𝐭 𝐞𝐯𝐞𝐧 𝐢𝐝𝐞𝐧𝐭𝐢𝐟𝐢𝐞𝐝 𝐭𝐡𝐚𝐭 𝐭𝐡𝐞𝐲 𝐧𝐞𝐞𝐝 𝐭𝐨 𝐜𝐡𝐚𝐧𝐠𝐞.

That's the problem.

Clients are already demanding AI. They want outcomes, not headcount. And the BPOs still selling seats are running out of time to figure that out.

Darren Prine, host of The Contact Center Gurus Podcast, and Siddharth Victor, SVP & Head of Support Services at Movate, break down exactly what's at stake, and what the choice looks like.

Full episode drops tomorrow on The Contact Center Gurus Podcast.
→ Why the traditional BPO model is structurally broken
→ How a global gaming company went from 6% to 86% autonomous resolution
→ What outcome-based contracts actually look like in practice
→ What kills most outsourcing engagements

Subscribe so you catch it the moment it drops 👇
🎙️ https://bit.ly/4eWMiLC

05/15/2026

Every AI vendor is telling you to move faster.

Five governments just told you to slow down.

On May 1st, CISA and intelligence agencies from the UK, Australia, Canada, and New Zealand issued the first coordinated global guidance on agentic AI.

Their finding: AI agents are already running inside organizations with more access than the teams deploying them can see, audit, or control.

Here is the number that should stop you cold.

88 percent of organizations have already experienced a confirmed or suspected AI agent security incident. 82 percent of executives still believe their existing policies are sufficient.

Same organizations. Completely opposite realities.

That gap is where the damage happens.

Vendors won't tell you this. Their job is to close the deal.

CTG is a network of 120+ former contact center VPs and SVPs. We don't sell platforms. We help organizations assess what they actually need, whether they're operationally ready, and what governance has to exist before anything deploys at scale.

The pressure to move fast on AI is real. So is the cost of moving fast without a foundation.
How is your team currently thinking about AI governance before deployment?

05/14/2026

If you're running a BPO right now, this is worth 70 seconds of your time.

AI isn't coming for the BPO industry. It's already here, and the companies that built their business on seat counts and headcount growth are feeling it.

We put together a research-backed report on what the transformation actually looks like; not theory, not hype. Real data on what's changing, what the winning providers are doing differently, and a six-step blueprint for making the move.

The report is free. Grab it here: https://bit.ly/4dk2Z0T

Watch the video above first. Then let me know if you want to talk through it.

05/13/2026

"𝐁𝐏𝐎𝐬 𝐬𝐭𝐢𝐥𝐥 𝐜𝐨𝐦𝐩𝐞𝐭𝐢𝐧𝐠 𝐨𝐧 𝐜𝐨𝐬𝐭-𝐩𝐞𝐫-𝐚𝐠𝐞𝐧𝐭-𝐡𝐨𝐮𝐫 𝐚𝐫𝐞 𝐛𝐮𝐢𝐥𝐝𝐢𝐧𝐠 𝐨𝐧 𝐚 𝐟𝐨𝐮𝐧𝐝𝐚𝐭𝐢𝐨𝐧 𝐭𝐡𝐚𝐭'𝐬 𝐚𝐜𝐭𝐢𝐯𝐞𝐥𝐲 𝐝𝐢𝐬𝐬𝐨𝐥𝐯𝐢𝐧𝐠 𝐮𝐧𝐝𝐞𝐫𝐧𝐞𝐚𝐭𝐡 𝐭𝐡𝐞𝐦."

That's Siddharth Victor, SVP & Head of Support Services at Movate. 23 years in the industry.

The full conversation drops Thursday May 21 on The Contact Center Gurus Podcast.

Siddharth and Darren go deep on:
→ Why traditional BPO contracts are structurally misaligned with client needs
→ How a global gaming company went from 6% to 86% autonomous resolution
→ What outcome-based contracts actually look like when both parties have skin in the game
→ What kills most outsourcing engagements (and it's not the technology)

Subscribe so you don't miss it 👇
🎙️ https://bit.ly/4uJHTjF

05/13/2026

Are you a contact center consultant?

We built something specifically for you. Over 280 vetted CX suppliers across 61 solution categories, 4,000+ hours of vendor intelligence, and a network of 125+ former contact center VPs and SVPs ready to support you.

Watch this short video to see what partnering with Cloud Tech Gurus looks like, and what it could mean for your clients.

Learn more: https://bit.ly/4fjFmrT

05/12/2026

Most CX consultants have never actually run a contact center.

They've studied them. Audited them. Built frameworks about them.

But they've never managed a queue, owned a CSAT score, or been accountable when the operation breaks at 2am.

So when they advise you on your most critical operations, they're learning on your dime. At premium rates.

CTG was built to fix that.

Our 125+ Gurus are former Directors, VPs, and SVPs of Contact Center Operations. They've run the same operations they now advise on, at every scale, across healthcare, financial services, insurance, retail, and more.

Full-lifecycle CX consulting. Assessments, strategy, workforce design, performance improvement, AI readiness, and contact center build-outs.

Practitioners. Not theorists.

Watch the 60-second video.

What's the biggest gap you've seen between what a consulting firm promised and what they actually delivered?

05/07/2026

She never planned to stay in contact centers.

But 27 years later, here we are.

Laura K. Zegar sits down with Fred Stacey on Contact Center Journeys to share the full journey — from accidental agent to Accenture, Bank of America VP, and founder of QuantumCX.

They also get into why most AI implementations fail before they start, what Block and Klarna can teach us, and what the agent career path looks like in five years.

This one is worth your time from start to finish.
🎙️ Watch now → https://bit.ly/4dt7UOm

Laura K. Zegar started as a part-time contact center agent at Equifax in 1999 — a college student at UW-Madison just looking for a semester job. She never pl...

05/07/2026

The BPO model that made you successful is the same one that's going to bury you.

AI isn't coming for your agents. It's coming for your clients. And the companies replacing you aren't undercutting your price. They're making your entire model irrelevant.

Traditional seat-based, labor-arbitrage BPO is hitting a ceiling. The math doesn't work anymore. Buyers know it. Your margins already show it.

The executives who survive this shift aren't the ones who add a chatbot to their pitch deck. They're the ones rebuilding around outcomes, AI-native delivery, and vertical specialization.

We just published a white paper that lays out exactly what's happening, why most BPOs are running out of time, and what the transformation actually looks like in practice.

No fluff. No consulting-speak. Just the honest picture and a clear path forward.

Get it here: https://bit.ly/4wfB6j5

If you're a BPO leader and you're not thinking about this yet, you probably are. You're just not saying it out loud.