So there I was, meeting with the VP of Customer Experience of a large telecommunications company to discuss the contact center challenges they were facing in delivering on their brand promise, when I’ll never forget what she said to me next:
“Historically, we have optimized customer experience by our agents acting like MacGyver.”
Flashback to the 80s and Bad Haircuts
It was in that moment, with what was probably a wry smile and faraway look, that I had an....