I’ve seen dozens of failed AI rollouts.
The technology usually wasn’t the problem. The sequence was.
Here’s the order of investment I recommend for contact centers:
1. Phone system and routing
This is the foundation every other tool is built on. It tells you why customers are calling, where they’re going, and how to get them there fast. Get this wrong and everything costs more than it should.
2. Workforce management
Labor is 70-80% of your contact center costs. This tool tells you whether you’re using it effectively. Without it, you’re guessing at your biggest expense.
3. Call recording and transcription
This tool turns every call into operational intelligence. It tells you what’s driving volume, where quality is breaking down, and what upstream problems need fixing. And it builds the foundation your AI will eventually learn from.
4. AI tools
Too many companies try to start here. That’s the mistake. AI needs clean data, documented processes, and a well-run operation. The first 3 tools build all of that.
Tool selection matters. Tool sequencing matters more.
I’m Mark Danielson, and I help healthcare leaders reduce support costs while improving patient satisfaction.
Follow me for practical insights on cutting contact center costs, improving service quality, and modernizing operations without the tradeoffs.
