Customer experience in the time of Coronavirus aka COVID-19
At last count, more than 247K persons had been infected by the novel coronavirus (COVID-19) in 172 out of 195 countries worldwide. More than 10,000 have already died from complications…
Posts filed under digital experience
March 16, 2020
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…
February 12, 2015
It was two days of roller coaster emotions for the Trafalgar Square pigeons!
The pigeons were being their usual selves – happy and doing whatever they do but turned really unhappy on February 10th morning. I’d feel the same way if crowds of…
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…
It was two days of roller coaster emotions for the Trafalgar Square pigeons!
The pigeons were being their usual selves – happy and doing whatever they do but turned really unhappy on February 10th morning. I’d feel the same way if crowds of…