That’s Not My Name featuring Afshan Kinder

What skills will contact center leaders need to develop as AI takes on more and more functions and is your contact center prepared?

Despite barely touching the top 40 charts in the US, I’m willing to bet you’ve heard this debut single of the British duo, the Ting Tings.Over the past decade and a half, it’s been used in TV episodes, fashion shows, movies, viral TikTok videos, and commercials.It evokes the feeling of invisibility when your name is forgotten or mispronounced.

While Afshan Kinder and I set out to have a conversation about the next generation of skills required for successfully leading in contact centers, we also touched on a conversation about cultural identity, what’s in a name, and the desire to feel accepted.

We discuss:

What’s in a Name?
The Role of AI in Customer Service
Building Critical Thinking Skills
Ensuring the Emotional Well-Being of Agents
The Future of Contact Centers
Investing in Leadership Development
Community Engagement

Connect with Afshan on LinkedIn

Agent Performance KPIs article

Music courtesy of Big Red Horse