Failure demand: Leverage your contact centre insights to drive better commercial and employee outcomes The Calling (formerly The Agile Contact Centre Podcast)

Peter Iansek is the CEO and Co-founder of Operative Intelligence. Operative Intelligence is a customer insights tool that uses AI to meaningfully improve the customer experience by helping to identify what customers need when they call the contact centre.

In this episode, Peter tells the story of how he went from working in contact centres to founding Operative Intelligence, and how they use AI to analyse customer speech and identify actionable changes for businesses. He also explains the concept of failure demand, how it impacts businesses, and how improving services to limit failure demand benefits everyone.

 

Resources and links:


Operative Intelligence website
Peter Iansek on LinkedIn

 

Connect:


Callo Consulting website
Sean McGinn on LinkedIn
Arnold Ho on LinkedIn

This show is produced in collaboration with Wavelength Creative. Visit wavelengthcreative.com for more information.