div]:bg-bg-000/50 [&_pre>div]:border-0.5 [&_pre>div]:border-border-400 [&_.ignore-pre-bg>div]:bg-transparent [&_.standard-markdown_:is(p,blockquote,h1,h2,h3,h4,h5,h6)]:pl-2 [&_.standard-markdown_:is(p,blockquote,ul,ol,h1,h2,h3,h4,h5,h6)]:pr-8 [&_.progressive-markdown_:is(p,blockquote,h1,h2,h3,h4,h5,h6)]:pl-2 [&_.progressive-markdown_:is(p,blockquote,ul,ol,h1,h2,h3,h4,h5,h6)]:pr-8"> _*]:min-w-0 standard-markdown"> Episode Summary

Broadcasting live from the ICMI conference in Orlando, Amas and Bob discuss the evolving role of AI in contact centers, the ongoing struggle for strategic recognition, and welcome special guest Bianca, who shares her unique perspective on running HR as a contact center at Michigan State University.

Key Topics & Timestamps

00:00 - Opening & Conference Impressions

• Podcast introduction (running since 2020, available on all platforms)
• Day 2 reflections from ICMI conference
• The shift in AI messaging: less prominent on vendor backdrops than previous year

03:00 - The Strategic Positioning Problem

• Why contact centers remain viewed as cost centers despite being more strategic than ever
• The CFO's perspective and the "drive to zero" mentality
• AHT obsession vs. strategic value creation

05:21 - The Power of Storytelling

• Bob's insights on communicating with executives
• The binder story: metrics vs. narrative
• Marketing's lesson: taking credit for soft impact
• Getting CFOs to sit with agents (the "three clicks vs. 19 clicks" story)

10:01 - Guest Interview: Bianca Pryson

• Background: retail, waitressing, Urban Outfitters merchandiser
• How she "fell into" HR customer service at MSU
• Managing a 3-person contact center handling 10,000+ calls and 10,000+ emails annually

14:35 - Putting the Human Back in Human Resources

• Training team on de-escalation and service basics
• Philosophy: servant leadership + customer-centric approach
• Treating unit HR as primary customers
• The "useless in email" turnaround story

21:24 - The Tips Debate

• Amas's controversial proposal: tips for contact center agents
• Bianca's counter: extra PTO as tips
• Under $50 purchase discussion (travel charger vs. Neti pot)

23:38 - When HR IS the Contact Center

• "Who polices the police?"
• Zero complaints or escalations since taking the role
• Using Genesys (not yet using AI capabilities)

26:00 - Technology & Generational Preferences

• Gen Z wants chatbots and modern tech
• Contact center as talent pipeline
• HR chatbot pilot program coming

28:15 - Final Advice

• Help HR understand the contact center's role
• Internal customer service = external customer service
• Contact centers should be talent funnels for the organization

Guest Bio

Bianca is the HR Customer Service Experience Manager at Michigan State University, where she leads a team serving over 50,000 students, 6,000 faculty/staff, and 10,000+ retirees. With a background in retail management and customer service, she transformed MSU's HR service delivery by implementing contact center best practices and achieving zero escalations since taking the role.

Key Takeaways

1. AI isn't going away - it's just not the flashy selling point it was; companies are focusing on service improvement outcomes instead
2. Stories > Metrics - National Speakers Association wisdom: spend 80% of time on stories, 20% on data when communicating with executives
3. Contact centers remain undervalued - despite increased strategic importance, most still lack a "seat at the table" and are viewed as cost centers
4. Internal service = External service - Research shows poor internal customer service directly leads to poor external customer service
5. The contact center talent pipeline - Smart organizations use contact centers as funnels to develop and promote talent throughout the organization
6. Small contact centers face unique challenges - With only 3 people handling 20,000+ annual interactions, operational efficiency becomes critical
7. Gen Z wants technology - Modern contact center tech is a competitive advantage for attracting younger talent

This episode was recorded live with a studio audience at the ICMI Conference in Orlando.