Understanding an Overlooked, but Critical, Cause of Poor Customer Experience

Episode Summary

What if the critical decisions we make in the workplace are simply assumptions? What if the significant gains in performance and revenue were held back by overlooked aspects of business operations? When the topic of poor CX comes up, it is often seen as a function of agent behavior or long phone trees. That can absolutely play a part. But the story is not always what it seems. In this podcast, Jon Arnold from JArnold and Associates and Robert Murphy discuss how the right technology can improve interpersonal dynamics between agents and customers, and agents and coworkers.