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
...
A service provider I had worked with for two years failed me last Tuesday. For two years, this company had handled a piece of my business I did not have to think about. Until they could not deliver anymore.
By Friday afternoon, I had replaced them.
Not with another service provider. With an AI emp...
At a recent workshop in Washington State, something simple happened that told me everything I needed to know.
At the end of the session, participants were asked to summarize what they learned.
Not with notes.
Not with a survey.
With crayons.
Each person created a “bumper sticker” version of the t...
The landscape of customer service has fundamentally shifted, and if you're still measuring success by how quickly problems get solved, you're missing the real reason calls escalate. After two decades of studying high-pressure conversations and interviewing thousands of frontline professionals, I can...
The landscape of customer service has fundamentally shifted. While AI handles the straightforward stuff—password resets, shipping updates, basic policy questions—your team is left dealing with what technology can't touch: the emotionally charged, complex, deeply human conversations that require far ...
Picture this: a customer calls in, voice shaking with frustration, speaking faster than usual, and you can practically feel the tension through the phone. Their logic has left the building, and you're face-to-face with what I call limbic hijack. This is the moment when a customer's emotional brain t...
Every leader today is focused on how AI is transforming customer experience, communication, and team interactions with customers. However, there is one thing that even the most advanced AI cannot accomplish:Â calming emotions.
Â
AI can analyze language and predict behavior, but when a customer is e...
Â
The short answer is no. You should not fear AI will take your contact center job.
Â
I like to think of AI to Contact Center jobs as the GPS is to driving.
Â
A GPS can navigate your journey, telling you when to expect a toll, re-routing when there's construction or a traffic jam, and telling y...
Join Myra’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 Golden—crafted for leaders who value excellence.
