JAA'S Analyst Blog - Current Posts

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Increasingly, it seems that most problems and solutions are filtered through the lens of technology, and while that’s just the way the world is going now, this does not explain everything. AI doesn’t rule the world yet, and there’s plenty that technology cannot fix or explain.

This isn’t meant to knock technology, but it’s rarely a silver bullet, and human nature does not easily conform in the ways that makes tech so efficient. I’m not trying to be obtuse here, but in the contact center space, most of the narrative I’m hearing is technology-centric. COVID-19 has brought new stresses to contact centers, as well as to consumers, as we all learn to live in a contact-less world. It’s not fun, but that’s reality, and most companies still struggle to deliver a great CX despite having all this cool technology.

I don’t claim to have all the answers, but it seems to me that larger forces are at work, and I’m concerned that contact centers are focusing on the wrong things in the current environment. To continue this line of thought, you’ll need to read my latest No Jitter post, and it’s running now on their portal. After that, if I’ve stoked your curiosity, I’d love hear your thoughts, as would the folks at No Jitter.