Blog
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AI can do more in the contact center than ever before. That does not make every use case ready for your operation. This practical guide gives CX leaders a clear lens for deciding when to automate, when to hold the line, and how to explain the difference to boards, vendors, and internal stakeholders—without being labeled anti-AI or left behind.
Organizational readiness determines whether an AI initiative delivers real value. Justin Robbins breaks down the AI change management gap most leaders overlook, and gives you one question to ask before you scale further.
Quality assurance in contact centers often runs on thin samples and shaky scorecards that quietly erode trust. Agents see QA as risk management, not coaching. When leaders switch to 100% conversation analytics and outcome‑based metrics, QA becomes a source of truth that actually changes behavior and business decisions.
The obsession with speed is quietly breaking customer experience. When leaders optimize for handle time, containment, and throughput, they train teams to rush past resolution and customers pay the price.
Videos
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Why do some brands make it nearly impossible to fix simple problems? In this episode of CX & Coffee, Justin Robbins and Marty Shaughnessy unpack a frustrating travel story that reveals the deeper cost of broken CX systems—and challenge leaders to do better.
Ever paid for a “premium” customer experience that left you more frustrated than the standard one? Whether it’s a confusing maze of support channels or bloated product offerings, choice isn’t always a blessing in disguise. In Episode 17 of CX & Coffee, Justin Robbins and Marty Shaughnessy get real about why the best CX leaders […]
