Customer experience leaders have always been obsessed with statistics like Average Handle Time (AHT) or First Contact Resolution (FCR). We celebrate the agent who de-escalates a furious caller, we ...
Customer service is undergoing a rapid transformation, driven by evolving customer expectations and technological advancements. While AI and automation have been hailed as game-changers, the full ...
Strong CX foundations are no longer optional - they're the key to meeting rising customer expectations, says 1Stream.
Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. To continue reading this ...
Some results have been hidden because they may be inaccessible to you
Show inaccessible results