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CX Heroes
(Previously "The CX Files"). Leaders sharing what works in AI, KM, Process, and Teams. Brought to you by Helpfeel.
CX Heroes
The CX Files #34 - Andrea Townsend
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Learn in this episode:
- Why AI is a tool for agility rather than just a replacement for headcount.
- How to transition junior associates into AI maintenance and optimization roles.
- The reality of implementing AI and the hidden work required to keep it running.
- Strategies for retaining talent by offering new technical career paths within CX.
Andrea Townsend is the Manager of Customer Support at Human Interest. With a career spanning leadership roles at 1-800-CONTACTS, Purple, and Gabb Wireless, Andrea specializes in team autonomy and process improvement. She is a vocal advocate for the frontline associate and focuses on driving results like CSAT and SLA improvements through better training and empowerment.
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