Blog Posts Process Management

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 […]

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