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....

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