profile

CX Passport

What If You Listen To Every Call?

Published about 1 month ago • 1 min read

Coaching just got a whole lot more scalable

Hi there,

We all say coaching matters. But most contact centers only review 1–3% of calls. Not because they don’t want to do more—but because they can’t.

​Fred Stacey sees a way forward. And yes, it involves AI.

“Typically, you're at a one to 15 ratio, where one supervisor to 15 [agents]… The first thing that [AI] does is it scales it to 100%.”

On CX Passport, Fred talks about AI not as a buzzword—but as a tool that can finally help CX leaders do the work they’ve always wanted to do. Not just monitor. Not just score. But coach.

And coach every call.

Fred doesn’t see AI as a replacement for human leadership. He sees it as a multiplier. Most teams don’t have the bandwidth to give agents the kind of coaching and feedback that drives growth. AI helps close that gap—not by removing the leader, but by giving them visibility and scale.

“You can 100% score really accurately calls on your floor. Period.”

​

This isn’t about surveillance or automation for its own sake. It’s about equipping teams with the data they need to have better conversations. To help good agents become great. To reduce guesswork. To make performance discussions real, not reactive.

Fred’s take is simple:

AI doesn’t replace your people. It helps you finally invest in them at the level you’ve always wanted to.

Your Turn:

When you’ve been evaluated at work, how well do you feel your leadership has understood all that you’ve done? Would you want an AI influenced review?

​

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The One With The AI Readiness Truth” with Fred Stacey CEO Cloud Tech Gurus in CX Passport Episode 218🎧

Bring CX Passport Live to Your Event!

Excite your attendees, celebrate high value customers, increase conversion, create revenue

Hello?…Is it me you’re looking for?

Let's talk. Sometimes the only way to know if we're the right traveling party is to talk. Grab a time that works for you.

I love Kit and think you will as well. Want to upgrade your newsletter AND help out CX Passport?

Make the change to Kit like I did: https://partners.kit.com/cxpassport​

5717 Legacy Drive, Suite 250, Plano, TX 75024
​Unsubscribe · Preferences​

​

CX Passport

​​​A better use of 10 minutes than Googling ‘how to improve customer retention’​​

Your weekly excuse to ghost Slack for 10 minutes. Get proven ideas from CX Passport’s expert guests...quick, sharp, and right to your inbox (You're not following the pod yet? Watch at www.youtube.com/@cxpassport Listen at www.cxpassport.com)

Read more from CX Passport

You’ll feel it when it’s missing Hi there, I drive a 2001 Silverado pickup. Yup...that's right. It's older than my kids and only 6 months younger than my marriage. 25 years and going strong! A few years ago, before I finally replaced the shocks, every bump in the road rattled my spine. Every pothole felt personal. That’s exactly how it feels working in a company without a strong culture. “Culture… is the shock absorber for really difficult times that push people through their limits” - Eric...

7 days ago • 1 min read

Something New Happened Hi there, This one felt different. Not just because of the guest (though Jessica “JP” Posey is always electric), but because we were sitting together, in person, recording the very first episode ever at the brand-new Kit Studios in Chicago! There’s something about a fresh space. New mics. The buzz of being somewhere built with intention. And that intention? It’s not just about soundproof walls or camera angles. This is all about experience. JP explains how this isn’t an...

about 1 month ago • 1 min read

Even if it is Wednesday Finding your voice in customer experience isn’t always easy. Especially when it feels like the industry already has a “cool kids’ table” you’re supposed to sit at. Beth Karawan shares what it’s like to feel that way…to question the “plastics”. She also shares what happens when you stop chasing the clique—and start building your own tribe instead. “Slowly but surely, I found my tribe, as it were, of people who were also questioning the status quo.” Beth and I first...

about 2 months ago • 2 min read