QuinStreet’s Tyler Orrell on Challenging “Upper Right Quadrant” Thinking
The gap between AI promise and contact center reality is often measured in months of failed adoption and frustrated executives. Tyler Orrell, VP of Contact Center Operations at QuinStreet, tells Ashish how they developed a surgical approach to AI that focuses on business impact over technological sophistication. His framework for identifying the 6-7 behaviors that actually drive outcomes, rather than automating entire QA processes, offers a masterclass in strategic AI implementation.
Tyler's contrarian vendor selection advice — never use the vendor's RFP form and resist "upper right quadrant"…
The skinny
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