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Insights, guides, and news about AI-powered customer support, voice agents, and contact center intelligence.
Before You Deploy a Voice AI Agent: The 6-Point Success Readiness Checklist
A build-ready checklist for intent, outcomes, knowledge, guardrails, integrations, and measurement. TL;DR Lock the top 10–20 intents and define what the agent must not handle. Write business outcomes...
Stop Chasing 100% Occupancy in Support Teams
A GZP Reality Check Humans plateau near 85%. Software can run near 99%. The win comes from designing the handoff. TL;DR • Human agents rarely sustain much above ~85% occupancy without quality loss...
Why Service Level Planning Collapses in a Chat-and-Message World
A GZP Field Guide Traditional queue assumptions hide the true constraint: attention, context switching, and aging backlog. TL;DR Erlang C was built for a single real-time queue where one agent...
The math on seasonal staffing: why paying for idle capacity 8 months a year doesn’t make sense when…
A GZP Operator Playbook The math on seasonal staffing: why paying for idle capacity 8 months a year doesn’t make sense when AI scales to zero When demand swings hard, the cheapest “capacity” is often...
60% First-Contact Resolution Is Not “Okay.” It Is a Cost Multiplier
A GZP Reality Check When four out of ten customers come back, every queue, handoff, and exception gets more expensive. TL;DR 60% FCR means 40% of issues are still open after the first contact, which...
The 10x knowledge worker: one expert + AI can handle the query volume of 10 average agents
A GZP Operator Playbook The 10x knowledge worker: One expert + AI can handle the query volume of 10 average agents The claim holds in the right conditions, but the conditions matter more than the...
Intent Clustering: Finding the Work Your Support Team Handles but Never Tracks
A GZP Reality Check Most centers measure what they can tag. Clustering shows the repeat issues hiding inside “Other,” free-text notes, and long-tail chats. TL;DR Start with real text: chat...
Failure Demand Is Eating The Service Desk Alive
A GZP Operator Playbook The fastest capacity gain is not hiring. It is removing the contacts that should never happen. TL;DR • Many service organisations find a large share of demand is “failure...
Stop Optimizing the Wrong Metric: Containment, Deflection, and Resolution Are Not the Same
A GZP Reality Check Teams hit targets and still lose trust when the measure does not match the outcome. TL;DR . Containment limits impact fast. It buys time. It does not finish the job. . Deflection...
How to Sequence Automation for Real Throughput
A GZP Guide Build a pipeline: reduce rework first, then lock down controls, then improve customer-facing steps once the back end is steady. Automation sequencing: which processes to automate first...
The Cost of Quiet Seconds: How Pauses on Calls Add Up to Real Headcount
A GZP approach to reduce delays and repeats. Ten seconds per call becomes hours per day at scale. Track silence by call type, then remove the drivers that create it. The Cost of Quiet Seconds: How...
“Good” Support Doesn’t Win Loyalty Anymore
GZP Competitive Reality Check Customers aren’t buying answers — they’re buying certainty. The teams that win reduce effort, remove doubt, and take ownership end-to-end. Most service organizations are...
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