Six years after the industry went home, most remote contact centers still haven’t rebuilt the floor. Sameer Maini, CEO and Founder of CollaborationRoom.AI, joins Darren Prine to explain what was lost and what a great remote center looks like now.
Six years ago the industry went home in two weeks. Most contact centers kept the org chart and lost the floor: the supervisor who spots a bad call, the two-minute coaching fix, the new hire learning next to someone good. Most never rebuilt it.
In this episode of the CX Gurus Podcast, host Darren Prine (CRO & Co-Founder, Cloud Tech Gurus) talks with Sameer Maini, CEO and Founder of CollaborationRoom.AI, who spent 20 years running contact center and BPO operations before building software for them.
In this episode
Chapters
0:00 Highlights
0:44 Welcome: how remote work lost the floor
3:25 March 2020: the scramble to go remote
6:19 What centers lost when they left the building
10:31 What is still broken in remote contact centers
13:52 What a virtual contact center floor looks like
17:57 Visible proof of compliance, and standing out as a BPO
20:12 Customer story: LMM Inc.
23:25 Supervisor alerts and agent safety
24:43 The ideal remote contact center in 2026
27:16 ROI: productivity, handle time and attrition
31:26 Raising a daughter and running a company, remote
32:45 The talent a building could never hire
36:13 Business continuity and disaster recovery
36:53 Wrap-up
Want a demo or a conversation about rebuilding supervisor presence in your remote operation? Reach out to Cloud Tech Gurus: https://cloudtechgurus.com
Past episodes: https://www.cxguruspodcast.com/
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Results discussed are the guest’s own, reported by his customers. Cloud Tech Gurus is a partner and distributor for CollaborationRoom.AI.