In this episode, Angus and Pete explore the evolution of contact centres, tracing their history from the first telephone call to the modern-day integration of AI and customer engagement strategies. They discuss the importance of clear communication and the impact of terminology on the industry, emphasizing the need to balance customer experience with cost efficiency. The conversation highlights the technological advancements that have shaped the industry and the significance of using relatable language.

Takeaways

Respect the history, but don't let legacy terminology bleed into what you're saying.

•Stop using jargon; there's a time and a place for it.

•AI is possibly the worst case of jargon in our industry.

•Customer experience doesn't do it; it's a misleading phrase.

•Customer engagement perfectly describes the balance between experience and cost.

•Words are important; they shape the conversation in our industry.

•Talk normal English; avoid technical jargon when engaging with clients.

Keywords

contact centers, customer experience, AI, call handling, history, technology, customer engagement, terminology, cost to serve, communication, Angus and Pete Show, CCaaS, contact centre, contact center