The cost of burnout in US companies for 2023
The cost of doing business doesn’t always show up in your P&L report. That’s why Customer Experience (CX) leaders are starting to recognize the hidden costs of doing business: like burnout costs. When a highly trained call center agent is…
Build VS Buy in CX
As a CXO if you haven’t noticed, increasing speed and customer experience convenience is a race. Customer access to sophisticated self-serve tools is no longer a nice surprise but a minimum expectation when doing business with you. To keep up,…
The Great CX Disruption has arrived. Are you prepared?
The great disruption in customer experience (CX) has arrived. Self-serve tools allow customers to handle their own problems, Average Handle Time (AHT) is no longer a success metric, First Call Resolution (FCR) is now standard, and even the smallest little…
Tech Silos Hurt Service
Winning customer experience is how you make yourself disruption-proof, but staff training isn’t good enough as large entities use tech to scale. Your best intentions go out the window when your siloed tech kills customer service. If you change your…