Mike Raker

We have to also think about, you know, what are people not saying to us directly and go out and find that information.

We have to also think about, you know, what are people not saying to us directly and go out and find that information.

We have to also think about, you know, what are people not saying to us directly and go out and find that information.

And that's where sometimes, you know, we, you know, sentiment and topic mining and other things, even with the population that you're catching might give you leading indicators to say, something's going on here that I can't put my finger on is not showing up in my CSAT, but I keep getting fill in the blank, right?

And that's where sometimes, you know, we, you know, sentiment and topic mining and other things, even with the population that you're catching might give you leading indicators to say, something's going on here that I can't put my finger on is not showing up in my CSAT, but I keep getting fill in the blank, right?

And that's where sometimes, you know, we, you know, sentiment and topic mining and other things, even with the population that you're catching might give you leading indicators to say, something's going on here that I can't put my finger on is not showing up in my CSAT, but I keep getting fill in the blank, right?

There's, that's another really interesting, almost analytic and, you know, intelligence gathering effort. Again, I go back to that insights thing, like, here's what the numbers are saying, but what's the real insight, right? What's really going on here and get really good at that.

There's, that's another really interesting, almost analytic and, you know, intelligence gathering effort. Again, I go back to that insights thing, like, here's what the numbers are saying, but what's the real insight, right? What's really going on here and get really good at that.

There's, that's another really interesting, almost analytic and, you know, intelligence gathering effort. Again, I go back to that insights thing, like, here's what the numbers are saying, but what's the real insight, right? What's really going on here and get really good at that.

This is where like intuition comes into play. Like if we are hearing something in tickets, if we get the sense just because we've had enough experience with it, that maybe this isn't working, maybe we're missing something.

This is where like intuition comes into play. Like if we are hearing something in tickets, if we get the sense just because we've had enough experience with it, that maybe this isn't working, maybe we're missing something.

This is where like intuition comes into play. Like if we are hearing something in tickets, if we get the sense just because we've had enough experience with it, that maybe this isn't working, maybe we're missing something.

I think it's just so important that we stay attuned to that and then go and look into it further because the data, as much as I love data and I love to see things in the numbers, there's always gonna be gaps. And we need to be really savvy and tuned into what could be missing here and ask ourselves that question.

I think it's just so important that we stay attuned to that and then go and look into it further because the data, as much as I love data and I love to see things in the numbers, there's always gonna be gaps. And we need to be really savvy and tuned into what could be missing here and ask ourselves that question.

I think it's just so important that we stay attuned to that and then go and look into it further because the data, as much as I love data and I love to see things in the numbers, there's always gonna be gaps. And we need to be really savvy and tuned into what could be missing here and ask ourselves that question.

If you think about contact centers and some of the work that we do, the massive scale at which we're able to do that, the human element is, at the end of the day, still the linchpin. I don't care how good the technology I get that delivers, human beings are, for the foreseeable future, still a big part of that system.

If you think about contact centers and some of the work that we do, the massive scale at which we're able to do that, the human element is, at the end of the day, still the linchpin. I don't care how good the technology I get that delivers, human beings are, for the foreseeable future, still a big part of that system.

If you think about contact centers and some of the work that we do, the massive scale at which we're able to do that, the human element is, at the end of the day, still the linchpin. I don't care how good the technology I get that delivers, human beings are, for the foreseeable future, still a big part of that system.

So whether it's the citizenry or our call representatives that are picking up the phone, both for how do we make their environment better, but have that ear that the data and the AI is not going to pick up, right? We can't get too reliant on that, that the human touch is still the human touch.

So whether it's the citizenry or our call representatives that are picking up the phone, both for how do we make their environment better, but have that ear that the data and the AI is not going to pick up, right? We can't get too reliant on that, that the human touch is still the human touch.