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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

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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🎧

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