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…