Hard truth.
I would be spending my time playing with hempcrete and mycelium in Kansas right now had any of the CX vendors gotten the fundamentals right.
I did not wake up at 52 and say, “Wouldn’t it be cool to relive my youth and fix call center reporting and analytics again?”
But here we are.
In the race for AI Thought Leadership and what’s next, vendors have forgotten the frontline operations of the contact center. And it’s time to get back to reality.
Supervisors do not want to spend their day in three different reporting tools just to know what’s happening right now and who needs to be coached on what. And they certainly do not need to spend time asking “is this automated QA data even accurate?”
WFM managers don’t care that your interface has replaced “Generate Schedules” with “Generate AI Schedules.” In fact, I’m still confused about what that even means and how it impacts their responsibilities. But they do care about getting the schedules right in a way that meets demand without wrecking employee morale or driving attrition. Maybe you should start there.
It’s great that a few large customers gave you feedback on your roadmap. The supervisors, analysts, managers, and agents who spend their days trying to operate your products have plenty to tell you, too. And they do not need to ‘discover new apps’ in your platform. Ever.
And please, do not spitball Outcome or Resolution Based Pricing at me as if I’m behind the times because you saw some Gartner presentation, yet you can’t define what an outcome means for my business or my customers.
BTW, human agents don’t care about Personal Agent Protocols. They need to know how to handle the bot they’re on the phone with. Right now.
And we are done paying for bundles stuffed with more products you barely document how to use, only to have them change before we can get them deployed while you point to AI revenue in your next quarterly earnings.
Rant done. Now we kick it old school.
Say hello to AionCX, a Crosby company.
Real Intelligence for CX.