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: calming emotions.

AI can analyze language and predict behavior, but when a customer is e...

The short answer is no. You should not fear AI will take your contact center job.

I like to think of AI to Contact Center jobs as the GPS is to driving.

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...