Thought Leadership
Inside the Mind of a Support Veteran: Craig Mills’ 5 Critical Tips for Preparing for Human-Agent Regulations
With 20 years leading global customer support, Sirius Support CEO Craig Mills has lived through every major shift in the industry - from offshoring waves to AI adoption to hybrid support models. His latest message to support leaders is clear:
Human-agent mandates aren’t a future concern - they’re a now concern.
Here are Craig’s top recommendations for leaders preparing for the next era of regulated support:
1. Don’t Wait for the Bill to Pass
“When legislation lands, it lands fast. The companies that struggle will be the ones who assumed they had more time.”
2. Build Human Redundancy - Not Just AI Efficiency
“AI can absolutely handle the majority of volume. But regulations require the human safety net. It must exist, and it must scale.”
3. Shift from Fixed Staffing to Elastic Capacity
“The workforce model of the future is hybrid: an internal team for core work, and on-demand partners like Sirius for spikes and compliance surges.”
4. Make Transparency a Cultural Norm
“Regulators care about honesty. Customers care about honesty. Say when something is AI. Offer a human. Make it simple.”
5. Move Now, Before Everyone Else Does
“There will be a rush for hiring, training, and outsourcing once mandates hit. Early movers lock in the best partners - and sleep better.”
Our message is simple: build the human infrastructure now.
Sirius Support is the fastest, safest way to do it.
Talk with Sirius Support about scaling customer service without adding fixed overhead.
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