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At Kobie Marketing, agents are told not to watch the clock. Eir Welch, Director of Customer Success, scrapped average handle time and instead tracks whether a positive interaction makes customers spend again.
She walks Rob Dague through condensing a tangled knowledge base under a Microsoft Copilot bot, turning QA reviewers into auditors of AI evaluations, and using Six Sigma fishbone diagrams to find what really breaks the agent experience. Her Stevie Award winning team treats AI adoption as a culture shift rather than a process rollout.
Topics discussed:
Why average handle time is the wrong metric to monitor
Tracking positive interactions as a predictor of customer spend
Putting a Microsoft Copilot bot over the knowledge base
Turning QA reviewers into auditors of AI evaluations
Teaching new hires to prompt engineer from day one
Using Six Sigma fishbone diagrams to find root causes
Changing the cost center mindset around contact centers
Why human connection becomes more valuable as AI grow
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