Static is annoying. But in a contact center, static (or friction) isn’t just bothersome—it undermines your CX goals.
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Transforming customer experiences
Agent retention is on the minds of most contact center leaders these days. However, you might be overlooking one of things that has the biggest impact on retention—and it’s an easy fix.
“How may I hinder you?” That’s what customer service in the airline industry can feel like at times.
I’ve noticed a lot of pictures on LinkedIn recently of the swag people are receiving from their new employers.
Contact centers are being tasked to improve customer experience (CX), but sometimes internal factors get in the way of success.
Turns out the pandemic prompted mass numbers of employees finally say, “take this job and shove it” to employers and careers they don’t like.
There will always be a need to improve customer journeys, whether you’re Apple, or a small business, or a public sector agency trying to make experiences smoother for citizens.