Over 200 vendors are competing for your contact center contract right now.

Not all of them are going to survive. When Avaya went bankrupt, enterprise customers got dedicated migration teams and months of runway.

SMBs got a letter.Your advisor signed the deal, collected the commission, and moved on — long before the migration notice hit your inbox.

This episode is about what due diligence actually looks like for the companies vendors fly over on their way to the enterprise logo.

If your advisor hasn't had this conversation with you, you need to watch this before you sign anything.

Chapters:
0:00 The $400K Letter Nobody Warned Them About
1:40 Welcome to CX Without the BS
2:15 Why This Matters Right Now for Advisors and Buyers
3:20 Real Names, Real Wreckage: Avaya, Mitel, Genesys
5:05 What Your Advisor Should Have Told You
6:20 A Practitioner Who's Lived Through It
8:15 Back to the Story — Now You Know Why
9:00 The Private Equity Time Bomb
9:45 The Vendor Health Five
10:40 Before You Sign Anything, Do This
11:25 The Close — and One Ask

We expose the reality of the "Shell Game" regarding Service Level Agreements (SLAs) and why those "guaranteed uptimes" are mathematically designed to pay you pennies while you lose days of revenue. You need to hear this blueprint for identifying ethical partners through the Technology Advisor Alliance and why the industry's new obsession with "AI everything" is a dangerous lie that will likely tank your customer satisfaction scores if you aren't careful.

Video Chapters:

0:00 - Intro
9:52 - The "Quid Pro Quo" Vendor Trap
14:13 - The "Ick" of Telecom Sales & Bad Relationships
24:15 - Why SLAs Are A Total Shell Game
26:17 - "Death to ETFs" & The Month-to-Month Revolution
29:00 - Exposing "Spiff Chasing" & 12x Commissions
47:03 - The Big AI Lie in Customer Experience

Links Section
Vocal Point Consulting: https://www.vpccloud.com/
The Cloud Sherpa Podcast: https://www.youtube.com/@cloudsherpa
The Narrow Road Podcast: https://www.vpccloud.com/ (Available via Vocal Point)
Technology Advisor Alliance (TAA): https://www.technologyadvisoralliance.com/
Level365: https://level365.com/

Most SMBs think they have a "tools" problem, stacking AI chatbots and complex routing while their actual front door—the phone system—remains completely broken. In this episode, we expose the "Invisible Failure" of missed calls and dead-end voicemails that are costing you deals every single day. You need to hear this blueprint for fixing your digital front door, auditing your communications in 30 seconds, and escaping the enterprise pricing games that treat you like a number, not a partner.

Every CX leader loves to talk about metrics — average handle time, CSAT, NPS — but are we just chasing numbers without understanding what they actually mean? In this episode of CX Without the BS, we ask the hard question: are KPIs helping our contact centers grow, or are they quietly holding us back?

Justin Jones from SoniqCX joins the show to make the case for “Death to KPIs” — and to reveal why most companies are measuring success the wrong way. He breaks down how focusing on the wrong data drives robotic behavior, ruins agent morale, and turns customer service into a cost center instead of a profit engine.

We explore how “Key Revenue Indicators” (KRIs) can flip the script — turning every customer interaction into a measurable revenue opportunity. From incentivizing agents like salespeople to tracking lifetime value instead of handle time, Justin shows how this mindset shift builds loyalty, boosts retention, and increases profits.

The conversation also dives into the coming AI revolution — and why optimizing for the wrong KPIs could make companies “efficiently poor.” You’ll hear why most contact centers are one algorithm away from chaos and how human empathy, when measured and rewarded the right way, will always outperform automation.

If you’ve ever felt like your call center is stuck in the past, this episode will shake you awake. It’s time to stop worshipping KPIs — and start building customer experiences that actually grow revenue.

If your business takes calls, answers emails, responds to website chats, or gets customer texts, then the truth is—you’re already in the contact center game whether you know it or not. The problem? Most companies don’t manage it intentionally, and the chaos is silently killing their customer experience.

In this episode of CX Without the BS, Brian breaks down why “just answering phones” isn’t enough anymore. Missed calls, scattered inboxes, and overwhelmed staff don’t just cause frustration—they cost you customers, burn out employees, and damage your reputation before you even know what’s happening.

We explore the difference between an accidental call center and an accidental contact center—and why every small business, credit union, retailer, HVAC company, and even dentist’s office is at risk of falling into this trap. If your customers can reach you on more than one channel, you’re already there.

Brian also exposes the five silent killers of CX: lost customers, lost productivity, inconsistent service, employee burnout, and reputation damage. More importantly, he lays out the practical steps to flip the script—mapping your chaos, centralizing communication, setting rules, supporting employees, and tracking what actually matters.

This isn’t about flashy AI, omnichannel buzzwords, or chasing the enterprise playbook. It’s about keeping things simple, intentional, and structured so you can finally turn chaos into a customer experience that actually works—for you, your employees, and most importantly, your customers.

Charlie Newark-French brings a wealth of experience from his roles in UCaaS, CCaaS, and AI, making him the perfect guest to discuss the future of contact centers. From his early days as a venture capitalist investing in RingCentral to his leadership roles at Fuse and HyperScience, Charlie has seen it all. Now, as the CEO of SharpenCX, he's on a mission to revolutionize the industry with innovative, user-friendly AI solutions tailored for the SMB market. Discover how SharpenCX is setting new standards and why Charlie believes the contact center of tomorrow will be one that people love—or at least don't hate as much.

In this episode, we tackle the big questions: _What does the contact center of tomorrow look like? _How can AI be used effectively without falling into the trap of overhyped marketing? Charlie shares his vision for a future where contact centers are not just cost centers but valuable assets that enhance customer satisfaction and loyalty. Learn about the three key trends driving this transformation: the move to the cloud, the rise of digital channels, and the integration of automation and AI.

But it's not all tech talk. We also get personal with Charlie, exploring his journey from South London to New York City and his passion for making a real impact in the CX space. Hear firsthand how his experiences have shaped his approach to leadership and innovation. Plus, get a sneak peek into the unique culture at SharpenCX and why it's a company built on authenticity and real results, not just buzzwords.

Don't miss out on this engaging and informative episode of "CX Without the BS." Whether you're a CX professional, a business leader, or just curious about the future of customer service, this conversation is packed with valuable takeaways. Hit that subscribe button, ring the notification bell, and join us as we strip away the BS and get real about customer experience.

Andy Bird brings over 25 years of experience in the CX space, sharing invaluable insights on how the industry has shifted from focusing solely on customer satisfaction to driving ROI and engagement. Discover how the pandemic forced companies to rethink their customer service strategies, the rise of remote work, and the critical role of technology in enhancing customer interactions. Andy's firsthand experiences and expert opinions will leave you questioning everything you thought you knew about CX.

In this episode, we explore the importance of starting small with AI implementations, the dangers of overdeveloping roadmaps, and the need for a balanced approach to technology adoption. Andy emphasizes the significance of building long-term relationships with customers and the value of continuous education for trusted advisors. Learn how to navigate the complexities of modern CX and avoid common pitfalls that can derail your customer service efforts.

We also delve into the ethical considerations of the CX industry, the importance of trust and integrity, and why Avant stands out as a leader in the field. Andy's candid discussion about the challenges and opportunities in CX provides a refreshing perspective on what it takes to succeed in this ever-evolving landscape. Whether you're a CX professional, a business leader, or simply curious about the future of customer service, this episode is packed with actionable insights and thought-provoking discussions.

Don't miss out on this engaging conversation that cuts through the BS and gets to the heart of what really matters in CX. Hit the play button now to learn from one of the industry's top experts and elevate your customer experience game. And if you enjoy the episode, be sure to like, comment, and subscribe for more no-nonsense insights on CX, AI, and beyond!