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.
AHT is one of the most measured metrics in the contact centre. It’s also one of the most misapplied. Used correctly it’s an essential planning tool. Used as an individual agent target it quietly destroys your customer experience and demoralizes your team. Here’s the difference.
Average Handle Time: The Most Misused Metric in the Contact Centre Read More »
The business case for offshore support always looks clean on paper. The reality — built on a plane to Bangalore and through months of managing across time zones, cultural dynamics, and a DTMF routing system held together with discipline — is considerably more complicated. Here’s what the spreadsheet didn’t tell me.
What I Learned Building a 24/7 Offshore Support Team from Scratch Read More »
Artificial intelligence is the future of customer service and nowhere is that more obvious than in the world of CX. As many analysts and professionals have already deduced, AI will change the way contact centers work. AI like many other new technologies has a lot of misconceptions since it is in its infancy stages. So
Is the Terminator our Eventual Fate? AI in the Contact Center Read More »
