Description

Learn in this episode:

• Why AI is a tool for agility rather than just a replacement for headcount.
• How to transition junior associates into AI maintenance and optimization roles.
• The reality of implementing AI and the hidden work required to keep it running.
• Strategies for retaining talent by offering new technical career paths within CX.

Andrea Townsend is the Manager of Customer Support at Human Interest. With a career spanning leadership roles at 1-800-CONTACTS, Purple, and Gabb Wireless, Andrea specializes in team autonomy and process improvement. She is a vocal advocate for the frontline associate and focuses on driving results like CSAT and SLA improvements through better training and empowerment.

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Give your customers AI self-service with 95% first response accuracy. Your team gets optimal results and gains time with VoC and knowledge based improvement that is done for you. Visit https://en.helpfeel.com to learn more.