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image of waiter holding tray with "customer first" written on card

14 Dec Customer First: Is It Always the Best Policy?

Posted at 05:00h in Agent Training/Retention, CX Journey by Cassandra Vincent

A customer first policy is not always best, even for the customer, when it’s missing key components for success....

ID 127500279 © Siri Wannapat | Dreamstime.com

20 Mar Trends in Customer Experience show Agents Need Support

Posted at 07:00h in Agent Training/Retention, Customer Satisfaction Blog, QA Automation by Cassandra Vincent

45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...

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