Live call coaching, guidance, and prompting

Riding along on customer calls to coach my CSMs was one of the most well-intentioned things I did as a leader.

But if I’m being honest it was actually a disaster.

Here’s the reality, scheduling was a nightmare, my presence made customers question the CSMs credibility and authority, and I could tell my CSMs were nervous all day, not just during the call.

And when I tried to give helpful feedback after the call was over, it almost always landed as criticism. Even if that wasn’t my intention.

I wanted to develop my team, but what I actually did was create friction for my customers, my CSMs, and myself.

When call recordings came along they felt like the answer, and they were, in theory.

But in practice, all I had were folders full of calls and zero time to actually listen to them. Something always got prioritized over it. That's on me. But it was the reality for a lot of us.

The tools just weren't there yet.

That's changed.

I've been digging into Aircall's AI Assist Pro and honestly, it's the thing I wish I'd had when I was still managing a team.

Here's what actually caught my attention:

1️⃣ It surfaces call frameworks automatically. I'm a MEDPPICC leader, but you can build out whatever framework your team uses. It ensures your CSMs are hitting the right moments in every conversation, not just the ones they remember.

2️⃣ It brings competitive intel and product tips up in real time. Your CSM doesn't have to fumble through an objection, they have the answer right there. This is huge with product innovation moving so fast.

3️⃣ Every call gets scored automatically based on the criteria that matter to you. No more listening to 47 recordings to find the three that need attention. This also removes any bias and ensures everyone is being scored across the same criteria, the same way.

4️⃣ It spots trends across all your calls. So instead of guessing what customers are asking for, you actually know and have the data and insights to back it up.

I'm not running a CS team right now. But one of my clients is using this, and watching it in action made me a little jealous of the resources CS leaders have today.

The tools have come a long way since 2012.

Are you still riding along on calls or listening to recordings? Would you try this?

If you’re interested in checking this out, you can read more about the AI Assist Pro and their other AI features that are worth exploring.
https://bit.ly/4fRfow3

In partnership with Aircall.

What I’m seeing firsthand across global customer care operations and AI-enabled transformation is changing my view of what high-performing service delivery can look like.

After many years of building and leading domestic and global contact center operations, and advising enterprise clients on CX strategy, operating model transformation, service delivery, and AI-enabled solutions, I can say this with conviction:

My early skepticism about AI has changed.
-Not because of hype.
-Not because of a demo.
-Not because of a PowerPoint.

Because I have seen it firsthand across multiple countries, thousands of CX agents, and live operating environments where the pressure to improve customer experience, cost to serve, consistency, communication accuracy, and employee performance is very real. At first, I was not fully convinced.
Today, my perspective is very different. What I am seeing now is practical, measurable, and impactful.

Where AI is making a real difference:
1. Stronger frontline readiness: AI simulation and training tools are helping agents build confidence before they ever enter production.
2. Faster access to answers: Real-time support surfaces answers in seconds, reducing hold times and improving interaction quality.
3. Better live call execution: Real-time prompts and coaching are helping agents navigate calls more effectively and deliver stronger outcomes.
5. Greater operating consistency: AI is reducing variation across teams, sites, tenure levels, and training quality, one of the longest-standing challenges in customer care.

The overlooked value?
This is not just improving the customer experience. It is improving the employee experience too. When agents feel more prepared, informed, and supported, they perform better, and customers feel the difference. That is when AI stops being a concept and starts becoming a true operating advantage.

For leaders focused on transformation, operations, and customer care, this is where the conversation gets interesting.

Tomorrow I will be sharing actual results attained ..........stay tuned and follow me.