
The delusion amongst customer service and experience VPs - Interview with Micah Peterson of ProcedureFlow
Punk CX with Adrian Swinscoe
Delusions in Customer Service
Exploring the disconnect between directors and VPs in customer service, focusing on the negative impact of implementing new channels without considering agent experience and expertise. Discussing the perception and value of customer service roles, as well as the gap between training and real-life scenarios.
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