While meeting with Sean Minter of AmplifAI at ICMI's Contact Center Expo we explored the potential value that Artificial Intelligence could deliver to the frontline contact center supervisor's performance. But what AI could do is help your supervisors to more effectively and efficiently coach agents. Goodness knows the amount of data that can be used for agent performance management is absolutely overwhelming. Supervisors do not have the time to collect and interpret it all and then go coach. If the collection, discovery and action steps we're provided while taking removing simple training tasks out of their work burden, quality improvements could be wildly impacted, and their impact would be immensely improved.

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what's going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry. We started talking about all of the hype, hysteria and clickbait titles that we've seen and how outlandish some of them can be. And so, I decided to roll the camera and give some fake news and create a clickbait tile of our own. We we're unable to sustain the comedy for too long because we both have contact center operations experience and have too little patience for the drama.