Key takeaways for CX leaders:

  • Seed with experience:

    A few well-placed senior subject matter experts set the stage for excellence.

  • Build knowledge virtually:

    A training simulator teeming with product updates empowers agents.

  • Play target tricks:

    Set an internal goal at half-target and pay attention to what happens past that.

  • Close the survey loop:

    For many leaders, getting the score is the only goal; dig and take action, too.

Download the Case Study
back-to-top-1