Bringing the Human Back to Contact Centers: D Foster Consulting Champions Real Connections in an AI Era, Podcast

Telecom Reseller / Technology Reseller News

“We want to bring the human back. That’s what we want to do.” — Danielle Foster, Founder, D Foster Consulting In a conversation that challenges current tech trends, Doug Green, Publisher of Technology Reseller News, sits down with Danielle Foster and Shelby Page of D Foster Consulting, LLC to explore the real-world impact of AI on contact centers—and the people who staff them. Founded by military spouse Danielle Foster, D Foster Consulting (DFC) is a fully remote, boutique contact center powered by a team of over 40 employees—many of whom are veterans and fellow military spouses. The company offers human-led sales and customer service solutions, primarily to B2B clients in home services, construction, legal, and other high-touch sectors. In the podcast, Foster and Page share candid insights about how AI is being misapplied in the contact center world, especially when companies try to replace humans with automated agents. One client replaced DFC with AI voice callers for outbound appointment setting—only to return weeks later after conversions plummeted from as high as 15% to just 0.57%. “People were hanging up because they knew it was AI,” said Foster. While AI has potential, both guests caution against relying on it exclusively for customer-facing roles. Tools like AI-generated call notes, automated IVRs, and chatbots often miss emotional cues, personal context, and the nuanced needs of frustrated or high-stakes callers—such as those contacting a law office or roofing company during an emergency. “AI isn’t going to note that the client was excited—or that they were nervous, or confused,” added Shelby Page. “That’s something only a person picks up.” The conversation also touches on the unintended burnout AI can cause for human agents when escalations come in too late or customers are already frustrated by the time they reach a real person. DFC’s approach—manual notes, live human engagement, and personalized service—results in stronger ROI, higher customer satisfaction, and improved employee retention. With flexible pricing, no contracts, and a mission-driven team model, D Foster Consulting is not only helping businesses preserve their customer experience, but also offering meaningful remote employment opportunities to military and first responder families across the country. Learn more about how D Foster Consulting is “bringing the human back” at https://www.dfosterconsulting.com