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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How does modern AI enhance the efficiency of customer interactions in contact centers? 
  2. How can AI anticipate customer needs and offer better solutions in customer service? 
  3. What are the common fears among leadership when adopting AI solutions in customer support? 
  4. How can automation in customer service lead to improved human interaction? 
  5. Why is maintaining human contact in contact centers still important despite AI advancements? 

Top Takeaways

Quotes: “There’s a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.”  “The average handle time is not a customer experience metric. AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience. What’s more important is resolution and the quality of customer engagement, which ultimately leads to greater customer satisfaction.”  “What do customers care about? They care about resolution. They just want their issue resolved. Sometimes, they just want assurance that they have done things right and everything is taken care of.”  “The contact center is often the only place where your company is speaking to your customers one-on-one. However, companies are spending a lot of money on marketing to talk to customers and on customer service to never talk to customers again. There is something wrong with that picture.” 

About:

Christina McAllister is a senior analyst at. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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