Looking Ahead: AI-Enabled Leadership at Scale
Alongside his consulting work, Dave is partnering with two highly experienced UK- and US-based CX and technology leaders on the development of a next-generation AI coaching platform designed to fundamentally change how frontline Team Leaders and coaches are developed across contact centres and BPOs.
This solution is not another generic coaching tool or content library. It has been built from the ground up around the realities of contact centre leadership and performance. The platform analyses real interaction content, the capability, behaviours, and characteristics of the contact handler, and then overlays this with the unique style, strengths, and coaching approach of the Team Leader or coach.
The result is bespoke, real-time coaching guidance that mirrors how the best human coaches operate, personalised, contextual, behaviour-focused, and immediately actionable. Rather than delivering static feedback or one-size-fits-all prompts, the system adapts dynamically to the individual agent, the leader coaching them, and the specific skill or behaviour being developed.
The ambition is clear: to rapidly upskill first-line leaders and coaches at scale, accelerating capability growth in ways that have not previously been possible. Early work suggests this approach can drive material operational improvements, including reduced frontline attrition, faster speed-to-competency for new hires, lower Average Handle Time (AHT), and improved First Contact Resolution (FCR). These gains are particularly relevant in high-volume environments where small percentage improvements translate into significant cost savings and service uplift.
This initiative reflects Dave’s wider philosophy: combining deep operational experience, behavioural insight, and practical leadership with intelligent technology to deliver measurable performance outcomes, helping CX and BPO organisations improve efficiency, resilience, and customer experience under sustained operational pressure.
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