Author: Gleb Tsipursky

Dr. Gleb Tsipursky, called the “Office Whisperer” by The New York Times, helps tech-forward leaders stop overpaying for AI while boosting engagement and innovation. He serves as the CEO of the future-of-work consultancy Disaster Avoidance Experts.

Agentic contact centres need a judgement escalation ladder

By Gleb Tsipursky   Posted in Contact Centre & Channels
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Contact centres have traditionally trained people on the easy cases first. A new employee learns systems, product rules, tone, and escalation by handling routine interactions before taking on angry customers, complex exceptions, or high-stakes complaints. Agentic AI reverses that training sequence because the easiest cases are the first to disappear. CXFocus’s coverage of agentic AI …

Customer-facing AI needs an escalation promise, Not just a faster answer

By Gleb Tsipursky   Posted in Artificial Intelligence - AI
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Australian customer-service teams are racing toward agentic AI, but speed is becoming the easy part. The harder question is what happens when an automated system cannot resolve a problem, loses context or makes a customer repeat the story from the beginning. CXFocus’s recent coverage of agentic AI in Australian contact centres captures the shift from simple …