Last month, while in Vegas for Customer Contact Week, I sat down with Katherine Stone of CX Foundation for a wide-ranging conversation.
Contact centers have never lacked data. If anything, the sheer volume of it is the real challenge: dashboards, scorecards, transcripts, surveys - all piling up faster than anyone can act on them. What they lack is the bridge between identifying a problem and actually fixing it. Most of our conversation covered that gap.
A few threads:
The segment of one. Why every individual, agent and manager, should have an AI coach that knows them personally, and what it takes to run that at scale.
The action gap. Seeing problems isn’t enough. I get into why dashboards and observability are not the finish line, and how to move toward results by actioning development with AI coaching and role-play simulations.
The hybrid workforce. Humans and AI agents are now working on the same team, and what changes for your people when the routine work goes to the machine.
Onboarding shouldn’t be one size fits all. Why turnover starts before day one, how personalization, pre-boarding included, keeps good people in the seat, and how on-the-job upskilling opens new paths for people to grow.
Where we actually sit. Centrical exists between two worlds: the old contact-center software and the new wave of AI point solutions. I explain why our Performance Intelligence OS is different.
Watch the full conversation on YouTube.
P.S. For my readers in England, sorry for your loss ⚽️