054: CX horror stories and AI armor for contact center agents

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Damien and Nikola talk rising aggression towards contact center agents and the protective role of AI automation. Highlighting alarming stats like 65% of people abandoning brands after one bad experience and a 90% increase in customer service abuse during peak seasons, they address the issue and how AI can deflect initial customer rage and effectively manage high volumes. As holiday-induced pressures mount, hear how AI offers a valuable solution to preserve both employee well-being and customer satisfaction.

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