As with the customer experience, EX isn’t something that just happens; it must be intentionally designed.
As centers tackle their challenges and pursue their priorities, I believe we will see a strong focus on the agent experience, and the result should be better customer experience, as well.
Strategy Industry Research Research
Social media critics are not going away… ever! Organizations must determine the best way to operationalize and integrate this reality into day-to-day activity.
There are some interesting parallels in the contact center in terms of how technologies can transition while still relying on the tenets that made them important in the first place.