Posts filed under digital experience

September 6, 2021

Knowledge management for the contact center: The secret behind successful digital CX transformation

The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved,…

Continue ReadingKnowledge management for the contact center: The secret behind successful digital CX transformation
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!
Skip to content