Avoiding “Slop” in Customer Experience
AI is transforming customer experience by delivering faster service, better insights, and personalized interactions. But there’s a growing risk of “slop” (i.e., friction, loss of trust, and organizational debt) when speed and automation take priority over thoughtful...
How to Get Your Team On Board with AI (What Actually Works)
If you’re introducing or deepening AI’s involvement with your customer service employees, you’re probably running into some hesitation with AI adoption. And honestly, that hesitation makes sense. They are asking themselves: Is this going to make my job harder? Replace...
3 Contact Center Trends Few Saw Coming
The headlines are screaming lots of messages. But what’s actually happening in contact centers? And what do leaders need to be paying attention to now? Here are three important trends that few saw coming. 1. Workloads in most contact centers are growing. This is the...