Welcome to Episode 006: Contact Centers in the AI Era is now streaming!
Nick Dyment joins Michael Lang, Advisory Director and expert in CX transformation, for a straight-up conversation about what it really takes to modernize contact centers.
They dig into the shift from cost center to value driver. From clunky systems to rising customer expectations, this episode breaks down the real challenges. It also shows how AI, when applied with purpose, can help teams deliver better experiences without burning out.
A few sharp takeaways:
- Adding more agents doesn't fix broken processes.
- AI should amplify your people, not replace them.
- Old-school KPIs need a rethink. First-call resolution beats handle time every time
If you're building the next wave of service delivery or figuring out where AI fits, this one's packed with practical insight for people aiming to take CX to the next level.
Now streaming on YouTube, Spotify and Apple Podcasts
Catch up on Episode 001 through 005 here:
Episode 1: AI or Bust
Episode 2: Legacy Modernization
Episode 4: Gen AI in Canadian Banks
Episode 5: Servicenow: Now What?