- The Path Less Traveled
- Topics
- Technology
#13 Measure THIS in your AI-first Call Center...
In this edition, I break down the two KPIs that matter most in an AI-powered call center: speed to answer and speed to resolution. These metrics are shaping how we blend AI automation with human responsiveness—and ensuring customer experience doesn’t get lost in the tech.
#9 Profit vs Purpose. You Don't Have to Compromise.
Profitability and purpose aren’t opposing forces—they’re mutually reinforcing. In this edition, I share why strong financial results are what enable us to invest in our people, pursue growth, and stay independent. Purpose without profit is fragile—but when the two work together, that’s when a company becomes unstoppable.
#8 What Smart Operators Are Tracking in 2025 (That Most Aren't)
From AI risks to financing blind spots, here’s what you need to know to protect your margins and grow smarter. Tactical insights for contractors, operators, and acquirers who want to win in 2025—without taking their eye off the ball.
