Being the Rudder_ Guiding Conversations and Connecting with AI

AI’s Role Versus Human Empathy in contact Centers I can see it. And I know that when they get better with AI, there'll be chances to gather information in a more effective way. But here's the kicker. AI can do the majority of the work in any sort of vertical medium, but the last 10% needs to be the real, true, sincere empathy between two human beings. If you're speaking to a doctor, a law firm, customer support to save that account, how many times, Dean, have you pressed zero? How many times has the IVR not recognized what you said, which airport it was? It's annoying. And then the contact could get dropped. And as much as you think it's efficient, guess what? You haven't gotten there yet. You will, but not yet. And so let them gather the basics, pass it on to the advanced agent. Will it remove the frontline? It may. But if you have those advanced soft skills, you shouldn't worry about your job. There'll always be somewhere for you and you should be marketable. I know it's gonna change the industry and I have to really put myself in the shoes of the consumer. If it's more efficient, if you can save money, if you have more options, if there's no cursing or frustration and you can get a first contact resolution, then by all means do it. but don't tell me that the best relationships are made. It's between individuals, the ups and the downs and showing character when times are tough. And so if you're looking to retain somebody or get a referral or a reference, I think most people are gonna give that when you've earned it. AI & Data Driven Leadership podcast. Empathy Over Algorithms: The Future of BPO with Richard Blank In this episode of AI & Data Driven Leadership, Dean Guida speaks to the President and Bilingual Telemarketer Trainer of Costa Rica's contact Center, Richard Blank. Richard emphasizes the irreplaceable value of human empathy and effective communication in customer interactions. He shares insights on hiring practices, training methods, and the importance of building client relationships. Richard also discusses balancing technology with the human touch, noting that while AI can streamline processes, genuine human connection remains essential. Richard highlights strategies for maintaining high-quality customer service and the significance of empathy in the digital age. The AI & Data Driven Leadership Podcast offers a platform for leaders like you to share your experiences and strategies with a dedicated audience of business professionals and fellow executives from around the world. If you lead a company with at least 30 professional employees, we invite you to join us and share how data-driven decision-making has helped you solve complex problems, align strategic goals, and foster growth within your organization. Each episode of AI & Data Driven Leadership is a celebration of leadership, innovation, and the data-driven tactics that are driving the future of business. We bring forward stories of success and lessons learned from industry leaders who have navigated today’s most pressing challenges and turned them into opportunities for growth. https://youtu.be/suG9Kod45DI https://youtube.com/shorts/ZPIHkTowb7Y https://youtube.com/shorts/uT-kpgfBwWc https://youtube.com/shorts/dHb1Y_I1s1I Richard Blank hired bassist Garry Gary Beers of INXS. https://www.youtube.com/watch?v=ieGjN5H4xPQ AI & Data Driven Leadership, Dean Guida, Richard Blank, Costa Rica's contact Center, Outsourcing, Telemarketing contact Centre, BPO, Nearshore Contact Center, Sales, Entrepreneur, B2B, Business, Podcast, Gamification,Leadership, Marketing, CX, Guest, Money, B2C education, BPO trainer,contact centre, contact centre, contact center,trend, trending