Posts filed under agent experience

May 4, 2018

Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!

Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can…

Continue ReadingWant to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!
September 28, 2017

Want to Improve Agent Experience (AX) and thus CX? Don’t Put the Management Cart Before the Enablement Horse!

Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year! As self-service systems get smarter, agents are going to get…

Continue ReadingWant to Improve Agent Experience (AX) and thus CX? Don’t Put the Management Cart Before the Enablement Horse!
June 8, 2017

The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points

George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…

Continue ReadingThe US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points
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