Posts filed under customer experience

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!
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