Rhys Fisher, Associate Editor at CX Today, is joined by Dave Rennyson, CEO of SuccessKPI, for a candid conversation about what it actually means to run a contact center where humans and AI agents work side by side.
As agentic AI takes on a growing share of customer interactions, Dave makes the case that the standards we apply to human agents must apply equally to AI, and that the organizations skipping that step are already storing up problems. Honest, specific, and refreshingly free of hype.
The hybrid contact center isn't a future concept, it's the reality most operations leaders are already navigating.
Dave Rennyson breaks down what it takes to manage it properly.
AI agents are handling the simpler conversations, which means human agents are increasingly left with the harder, more complex ones. Dave argues this demands more recognition and support for human agents, not less.
Quality management for AI agents is non-negotiable. Treating AI like a self-regulating system is, in Dave's words, like letting your builder do his own home inspections. Third-party QM, whether manual or automated, has to sit on top.
CSAT isn't dead, it's due a rebirth. Dave makes the case for using AI to score every conversation on a normalized scale, cutting through the "haters and lovers" bias that has always made survey data unreliable.
"Good" in a hybrid contact center means managing the whole. Dave's vision is workforce decisions made minute-to-minute, based on task complexity, live performance data, and force-to-load, with humans and AI operating as a unified system.
