A Recession Looms. How Will You Keep Experience In Focus?
Blog: Forrester BPM Center of Excellence
In this short video, I ask a simple question, with no simple answer: how customer service organizations can avoid wild swings between a focus on experience and a focus on efficiency if macroeconomic conditions deteriorate. Let me know your thoughts on what your organization is doing to avoid this oft-repeated behavior. Email me at firstname.lastname@example.org […]