Improve CX by Celebrating Front Liners!
We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience.
Yes, that’s...
Stop Drama from Poisoning Your Customer Service Team
In my 25 years in the contact center industry, I have seen a lot of drama. Before I knew how to handle it, I watched it do real damage to teams and organizations. It...
