Key takeaways for CX leaders:

  • Canned content is not the answer:

    Agents need to be concise and anticipatory in their responses.

  • Manage agent multi-tasking:

    Agents handling 5 interactions at a time will struggle to achieve CSAT.

  • Policy issues are CX issues:

    A bad refund policy may cause employee and customer friction.

  • Training simulators help:

    Agents should learn to craft the right response on their terms.

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