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
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As a former Contact Center Manager, I'm always looking at trends and trying to stay ahead of the game, and I know you are, also. I've spent time talking to experts, exploring new technology, and, most importantly, listening to contact center leaders. I've put all my research in this article to help ...
Becoming a manager in a contact center can be both exciting and challenging. This new role offers an opportunity to impact the organization and its customers significantly. However, new contact center managers often face a steep learning curve and unique challenges. As a new manager, you are respons...
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ForĀ Jack Cooper University, I produced a ten-week conflict resolution training.
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Jack Cooperā€™s managers are ready to preempt escalations and manage conflict. Hereā€™s our week eight video training.
I loved every minute of this interactive training project!...
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