For twenty-five years I have watched the same scene on every contact center floor I have worked. A rep takes the hard call. She absorbs the frustration, steadies her voice, finds the policy, and earns back a customer the company nearly lost. Then the line clears, and her reward begins. The notes.
...
The industry calls them AI agents. I call them an AI workforce. That is not a small distinction, and I want to start here, because the word you choose shapes how your team feels walking into this change.
When you say "AI agents," your frontline hears "the thing that replaces me." When you say "AI
...Join Myraā€™s Inner Circle: Insights, Strategies, and Resources for Leaders Who Demand the Best.
Be the first to receive exclusive strategies, curated resources, and behind-the-scenes insights from Myra Goldenā€”crafted for leaders who value excellence.
