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Future of CX: Part 5 - 3:05 PM — The Layoff Dashboard
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Future of CX: Part 5 - 3:05 PM — The Layoff Dashboard
The dashboard isn’t new. I’ve seen versions of it before. Cost breakdowns. Headcount models. Efficiency curves. What’s new is the confidence. No caveats. No ranges. No assumptions. Just one clear output. Human agent dependency: 6%. I stare at it for a moment. Because that number used to be the foundation. Now it’s the inefficiency. At 3:05pm, the meeting starts. Finance. Operations. Workforce planning. All in the room. The dashboard is already o…
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