ujet.cx

not your mother's #ccaas

[ujet.cx @ujetcx]

“Human agents are the new CX differentiator.”

Nah, humans have ALWAYS been the key.

In a world where AI self-service experiences are getting worse before they get better, the organizations keeping humans in high-judgment roles are going to pull ahead on customer retention. Clock it.

[ujet.cx @ujetcx]

A special edition keychain Jettie. Complete with a Beret, a tiny popcorn tub and a tiny working camera.

That's what's at stake this week.

Introducing Jettie G2 Summer! Comment on any of the upcoming daily Jettie G2 post (Tue–Fri) - and you could win it.

#G2 Summer 2026. Four posters, success on the big screen. Starting tomorrow.

Jettie Summer. 6/16🎬

[ujet.cx @ujetcx]

Three things to retire from your contact center QA rubric:

❌AHT (rewards throughput, not resolution)

❌Deflection rate (rewards customer avoidance)

❌Script adherence (punishes creativity)

agree? disagree?

[ujet.cx @ujetcx]

AHT (average handle time) was built for the contact center of 2015. It's now actively preventing the contact center of 2030.

I won't elaborate further.

[ujet.cx @ujetcx]

so here's a proposition, 3 replacement metrics for the AI era:

Craft Score (judgment under pressure)
Emotional Temperature Delta (where the customer ends, not just where they started)
Reclaimed Time Allocation (what your agents do with AI-saved time)

Full breakdown on our LinkedIn long-form:
https://t.co/uS2VPOlpjR

[ujet.cx @ujetcx]

ok first, here's 3 QA metrics built for YESTERYEAR

AHT: rewards throughput, punishes the long retention save
Deflection Rate: rewards keeping customers away from agents
Script Adherence: punishes the creative save

If your rubric is built on these, you're grading agents for work *AI* has fundamentally changed!

[ujet.cx @ujetcx]

Basically, when agents don't spend half their shift copying data between six tabs, they have bandwidth left for the *craft* of the job:

for listening deeply, for judging well, for trying the non-obvious move on a difficult case.

[ujet.cx @ujetcx]

A supervisor told us about one of his best agents last quarter. She had spent 25 minutes on a healthcare retention save.

Customer was crying-grateful by the end but her AHT got WRECKED.

He had to coach her DOWN in a 1:1.

(a thread on why the QA rubric quietly punishing customer service agents for their best work🪡)

[ujet.cx @ujetcx]

@compileandpush Hi, this post is not about zero downtime. it's about sh***y chatbots. HOWEVER, we do have plenty to say about downtime here: https://t.co/vUTSZY6m9X

[ujet.cx @ujetcx]

65% of customers tell agents they're frustrated about repeating info they already gave to the bot.

Which means on two-thirds of escalated calls, the AI didn't just fail, it made the human interaction HARDER.

That's worse than no automation imo.

[ujet.cx @ujetcx]

Customer service agents aren't worried about AI replacing them. They're worried about AI making their jobs worse while leadership claims it's getting better.
🗣️🗣️🗣️🗣️🗣️🗣️🗣️🗣️

[ujet.cx @ujetcx]

55% of contact center AI investments are rated low-maturity.

Translation: most "AI strategies" right now are chatbots, routing, and basic analytics stacked in a trench coat.

[ujet.cx @ujetcx]

Serious question for CX leaders: what percentage of your AI spend is on tools your agents actually trust?

Not "use."
Trust.

[Sha @shahjahan_ch]

UJET turned the contact center into a smartphone-first product. Then Google Cloud bet on it.

@ujetcx - Featured on YesPress

https://t.co/TjvBvR3dyD

[SoftwareReviews @SW_Reviews]

Meet the 2026 Contact Center as a Service #Enterprise Data Quadrant Award Winners! 🚀

Kudos to @NICELtd, @Avaya, @ujetcx, and @Five9 for their incredible accomplishments!

Download our report! 🔗✨
https://t.co/y66BNqPeOM

#ContactCenterAsAService #Software #Awards2026

[ujet.cx @ujetcx]

The bolt-on era of contact center AI is over.
You can't patch a 20-year-old stack with a chatbot and call it transformation. 🥀

[ujet.cx @ujetcx]

There’s a difference between call deflection and issue resolution.

Legacy self-service optimized for the first: keep customers away from agents, measure success by transfer rate reduction.

Modern virtual agents optimize for the second: actually resolve the issue, measure success by customer outcome.

The metrics look similar on a dashboard but the customer experience is completely different.

[ujet.cx @ujetcx]

The hybrid AI conversation in contact centers in a nutshell: 🌰
It's is less about technology than risk tolerance.
Deterministic AI for compliance-sensitive, predictable flows.
Generative AI for open-ended, natural conversations.

ORGS NEED BOTH. Not all of them know that they can have both.