Every vendor has an agentic AI pitch. Most of them are selling the same future: AI agents resolving complex issues end-to-end, without human involvement, at a fraction of current cost. Some of that is coming. But not as fast as the demos suggest, and not without operational decisions the vendor content skips entirely.
Agentic AI in Your Contact Centre — A Practitioner’s Reality Check Read More »
In 2018 I wrote about AI in the contact centre when it was still largely theoretical. Eight years on, I’ve implemented it at two companies, watched the predictions play out, and learned what the analysts got wrong. Here’s my honest retrospective — what I got right, what surprised me, and what it means for how you run a support organization today.
Discover why focusing solely on price can be a costly mistake. Explore the fallacy of price and learn how to build a customer-centric business that prioritizes value, customer experience, and long-term loyalty.
Beyond Price: Why Customer Value Trumps Cost Read More »
Every few years, a new technology arrives in customer service with cinema-level hype. Artificial intelligence is the latest: depending on who you ask, it’s either the Terminator coming for agent jobs or a magic fix for every CX problem. The reality is far less dramatic—and far more useful. AI will change contact centers. It already
AI in the Contact Centre: Is It Ready for Prime Time? Read More »
