“Customer experience is very much a people thing, not a technology thing.”
Summary
Are you up for creating a CX culture that not only delights your customers but also champions your agents' mental well-being?
Gain insights from Annette Franz as she shares nuggets of wisdom on:
- Common misconceptions about customer experience
- Metrics that signal CX success
- Supporting the mental health of contact center agents
- Company culture being the shadow of the leader
- Using data to design customer experience
Tune in to learn how to navigate the complexities of modern CX.
Episode Highlights
Great Minds Read Alike
Use #CXWISE and share your takeaways from the episode on social media to win a free copy of Annette’s book!
Episode Insights
Articles
Service Under Stress Reflects Your Organization’s Quality
Facing service hiccups during peak times? Explore Micah Solomon's customer service culture matrix in our latest blog. Master both calm and chaos and redefine your approach to customer satisfaction.
How to Manage Call-Center Stress and Become a Happier Agent
Call-center stress weighing on you? Long hours aren't the only culprit. Delve into our blog to see how meditation and unique strategies can reshape your workday. Ease the tension and emerge as the agent others aspire to be.
Charting a New North Star in Customer Contact
Struggling with shifting customer expectations? Martin Hill-Wilson, a prominent thought leader in the CX space charts how today's tech steers customer contact towards a new North Star.
Service Under Stress Reflects Your Organization’s Quality
Facing service hiccups during peak times? Explore Micah Solomon's customer service culture matrix in our latest blog. Master both calm and chaos and redefine your approach to customer satisfaction.
How to Manage Call-Center Stress and Become a Happier Agent
Call-center stress weighing on you? Long hours aren't the only culprit. Delve into our blog to see how meditation and unique strategies can reshape your workday. Ease the tension and emerge as the agent others aspire to be.
Charting a New North Star in Customer Contact
Struggling with shifting customer expectations? Martin Hill-Wilson, a prominent thought leader in the CX space charts how today's tech steers customer contact towards a new North Star.
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