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 ...

Strong CX foundations are no longer optional - they're the key to meeting rising customer expectations, says 1Stream.

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Everybody has one: a customer service experience so horrendous they’ve sworn an oath they will never go back to that company. We all have a service we won’t use, an airline we won’t fly or a brand we ...