Blog
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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.
AI that dazzles in the demo but falls apart on the floor has no business running your contact center. The CX AI Reality Standard gives you a simple three-part test to decide when AI has actually earned its place.
AI progress starts with leadership clarity, not broader alignment language. One priority, real tradeoffs, and visible system changes separate meaningful results from expensive activity.
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 […]
