by Annette Franz | Mar 30, 2022 | artificial intelligence, customer experience, empathy, technology, Uncategorized
Is it possible to put empathy into action? In short, the answer is, “Yes.” I recently got a copy of Dr. Natalie Petouhoff’s book, Empathy In Action: How to Deliver Great Customer Experiences at Scale, which she co-wrote with Tony Bates, chairman and...
by Annette Franz | Dec 8, 2021 | artificial intelligence, automation, contact center, customer experience, customer service, employee experience, Uncategorized
I originally wrote today’s post for NICE inContact. It appeared on their site on July 1, 2021. Problem statement: The agent experience drives the customer experience. But when agents get bogged down with mundane, repetitive tasks, it takes them away from what’s...
