Blog Posts Process Management

Agent Desktops: The Silent — And Costly —Tax On Your Agent’s Time And Energy

Blog: Forrester BPM Center of Excellence

Co-authored with Kate Leggett. I’ve asked before if it’s a given that employees should use frustrating systems. Should employees be forced to endure extra effort just because they choose to work at a company? Do their managers believe workers have to strain to feel like a full days’ work has been done? Kate lives this with her contact center and CRM clients. We heard […]

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