Remote Contact Center Engagement: Beating the Industry by 11 Points and Crawling with AI

from Fast Leader Show | Customer Experience Leadership

Artificial intelligence is crawling everywhere. Senior contact center leaders face intense pressure to accelerate AI adoption while being bombarded by marketing hype. But there is another way AI must "crawl."Jason Mercer-Pottinger, a healthcare executive leading a fully remote, multi-country operation, maintains manager effectiveness scores 11 points above the industry average. This episode listen how he plans to preserve performance under immense technological pressure. Listen as he details how to avoid a scattergun approach and prevent your solution from uncalibrated "AI slop" and execution drift.

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This episode is 40 minutes long.

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This episode was published on March 4, 2026.

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