TrueCX CEO and Founder Lonnie Johnston recently spoke with the SaaS Browser team about his journey to founding TrueCX:
I've spent 20+ years in contact centers: Sprint, nearly a decade at NICE, CRO at Balto. Everywhere, agents learned on live customers because there was no better way to practice. I founded TrueCX in 2024 to give them one.
In this case study, he highlights how he grew the startup, and what most people get wrong about AI in the contact center:
Most people think AI is emptying out the contact center, and that training human agents is a shrinking problem. They have it backwards. AI is taking the routine calls, which means the calls that reach a human are now the hardest ones, the angry customer, the complex claim, the situation with real money at stake. The easy stuff that used to let a new agent build confidence is gone. They're thrown into the deep end on day one. The human job got harder, not smaller, and most companies are still training agents like it's 2015, with scripts and quizzes, then letting live customers be the practice.
