I learned something invaluable through my discipleship with my pastor at my church. It started with breakfast once a week. Over the first several meetings, my pastor asked me many questions about myself and my goals. He listened, determining where…
After a 24-hour trans-Pacific journey, you enter the airport baggage claim exhausted and jet-lagged. Arriving at your hotel, you reach the lobby but are informed that the reception desk is on the second floor. Upstairs, overwhelmed staff keep you waiting…
Burnout is a gradual process that can develop over time, affecting even the most dedicated and accomplished executives. Throughout my career, I have observed talented leaders struggle to battle burnout. I have also experienced periods in life when maintaining balance…
Imagine your credit card statement shows several large and suspicious charges. Confused, you immediately call your bank. AI is already picking up the signals, detecting the subtle shifts in your speech tempo, tone, volume, and stress patterns. Before a single…
An organization’s reputation isn’t defined solely by products or services, but by the experience it delivers. How customers feel during every interaction is what ultimately shapes the brand’s perception and how it is remembered. It’s not surprising that the contact…
Technology changes, but leadership endures. Contact centers are dynamic, complex, and continuously shifting. New hardware replaces old infrastructure. Software platforms are upgraded or retired. Transmission technologies advance, as security protocols tighten. And more recently, AI-powered tools have entered the picture…
AI Has Left the Lab: Now it must make money. The growth and pace of recent AI investment have prompted comparisons with IT investment during the dot-com bubble. Back then, organizations were racing to adopt emerging capabilities and gain a…
How micromanaging slows progress and frustrates top performers. Micromanaging is a common leadership (bad) habit. It often starts with good intentions. But what begins with staying on top of things can quickly turn into control, which drains team energy, slows…
When agents are exhausted and mentally depleted, empathy is the first thing to fade. Have you ever worked in a contact center? If not, here’s a scenario for you. Imagine you are a contact center agent, answering the forty-seventh call…
Advanced concepts in Agentic AI. A single, all-purpose Agentic AI model can solve many customer experience challenges. However, some organizations are beginning to adopt connected AI ecosystems. Using multi-agent systems (MAS), data and specialized agents work together throughout the customer…