An AI taught me the most disarming word in customer service. When I am frustrated with the AI I work with every day, I correct it, and sometimes I vent. It never matches my energy. It does not get defensive. It says one word, "Understood," tells me what it is doing next, and fixes the thing. Every
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There is a customer in my training room who does not exist. She joins the breakout room already hot, a 5 out of 5 on my intensity scale. She talks over the agents, demands a supervisor, and threatens to take it public. The four people in the room have one job: bring her from a 5 down to a 1, togethe...
It is the call you brace for. The customer is shouting before you finish your greeting, the words are sharp and personal, and every instinct says defend yourself or rush to a fix. In a call center, that moment decides the entire interaction. De-escalation is the skill that turns it around, and it
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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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Ā In 1998, a man named Doug Wojcieszak lost his oldest brother.
Jim went into the hospital. The staff mixed up his chart with their father's chart. His heart attack was misdiagnosed. And Jim, who should have walked back out, did not.
What happened next is the part I want you to sit with.
The hospi...
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