Episode 31 - What call center leadership looks like after AI eliminates jobs (w/Darren Ford)

Waiting for Service

English - February 20, 2018 04:09 - 24 minutes - 22 MB - ★★★★★ - 19 ratings
Management Business business callcenter contactcenter customerexperience customerservice Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Episode 30 - The Service Industry Is Still Measuring The Wrong Things

Next Episode: Episode 32 - Why Benchmarking is a waste of Time

- Remember the paper- less office - How will we screw up this whole AI thing in service - What happens when all the humans in the contact center get eliminated - What happens when every call in the contact center is a tough one - Federal prisoners have more freedom than call center agents -Healthy culture - who do we hire is the most important decision to make - People in HR will be super busy -Value people