Business Mastery Podcast
Business is dynamic. And everything affects you and your business. Fight with your mother-in-law? Mindset struggle? Market Changes? YUP. So, we're going to talk about it all. No topic is off limits.
The goal for every episode is to offer a new and different perspective or provide actionable strategies you can implement now. On the topics you need, to help you run the small business you love, more successfully. To master your own business and to master yourself as its leader and decision maker.
Every Wednesday Dawn K. Kennedy, an attorney, author, mentor and the CEO of Convoy Road Coffee Roasters, releases a new episode for your middle of the week dose of ideas and inspiration. In 45 minutes or less.
Small bites, expert guests, big impacts.
Whether you are a new or seasoned entrepreneur, this show is about all the things around making a bigger impact with your pursuit and growing into your entrepreneurial vision.
Business Mastery Podcast
206. “Customer Service AI or Outsourcing” with Adam O'Connor
Dawn Kennedy talks with Adam O'Connor, the Chief Commercial Officer at Gear Inc., about the intricacies and benefits of outsourcing customer service and integrating AI solutions. The discussion covers the pitfalls of implementing AI in flawed systems, the irreplaceable value of human empathy in customer service, and the importance of balancing AI with human intervention to maintain high customer satisfaction. The conversation also delves into how outsourcing can extend business hours, improve efficiency, and help businesses scale effectively. They discuss the ethical considerations of outsourcing, stressing the importance of partnering with reputable firms that treat their employees well.
Who is Adam O'Connor, and whom does he serve? (00:46)
The Rise of AI in Customer Service (1:30)
Challenges and Limitations of AI (02:25)
The Importance of Human Touch in Customer Service (03:29)
Consumer Expectations in the Digital Age (04:35)
The Role of Outsourcing in Modern Business (09:34)
Overcoming Resistance to Outsourcing (17:20)
Ethical Considerations in Outsourcing (27:08)
Conclusion and Contact Information (31:50)
LinkedIn: https://www.linkedin.com/in/adam-o-connor-54766048/
Website: https://gearinc.com/why-gear/leadership/
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