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…
The march towards better customer journeys
The March on Washington happened 50 years ago, bringing about transformational change to perfect the union. If you are a business looking to transform customer journeys, you can start your…
Getting out of summer doldrums
The CX doldrums Well, I read that autumn just began this week though I’m not so sure given the recent heat wave in the Bay Area! While the Northern Hemisphere…
