Join Gadi Shamia as he sits down with the seasoned Kimberly Brebner, who boasts a remarkable 36+ year career at UPS. Starting her journey on the marketing team, Kimberly eventually rose to prominence, leading Customer Service Strategies for UPS operations worldwide.

In this insightful conversation, they explore the evolving landscape of customer service, emphasizing the indispensable skills every agent should possess in today's AI-driven world. While AI's transformative power in enhancing transactions is acknowledged, Kimberly and Gadi both stress the irreplaceable value of the human touch in personal interactions.

They delve into the art and science of measuring and balancing key metrics in customer service, from productivity and quality to customer perspective. In a thought-provoking segment, Kimberly advocates for bringing front-line agents into discussions, offering a fresh perspective from those who truly understand daily customer interactions.

Dive in for a captivating discussion on the future of customer service through the lens of a UPS veteran.