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Why your contact centre cost model is broken - Interview with Robert Bradshaw of WiserOwl
Today’s episode of the Punk CX podcast features a chat I had with Robert Bradshaw, the founder and president of WiserOwl, a consulting firm that measures what contact centre work actually costs. We talk about how contact centres measure activity with extraordinary precision but cost it using an average that erases all of that precision, what that means in practice, the impact of AI on all of that, what contact centre leaders should be doing instead, and how using actual cost data solves the two most important contact centre problems in the enterprise. It’s a fascinating discussion.
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