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Exclusive Q&A with Keith Dawson, VP & Research Director:

How to Boost the Customer Experience by Improving the Agent Experience

Contact centers are taking a digital-first approach in response to shifting customer preferences.

  • How has this impacted how contact center agents work?
  • What resources do agents need to meet new customer expectations?
  • What can contact centers do to glean better insights about the customer and agent experience?

In this short Q&A article, Keith Dawson, VP & Research Director at Ventana Research, provides his take on these burning questions based on conversations with CX and contact center leaders.

 

Fill out the form to get complimentary access.

About the Author Keith Dawson is responsible for Customer Experience (CX) research, covering technology that facilitates engagement to optimize customer-facing processes. His focus areas include agent management, contact center and voice of the customer, along with technology in marketing, sales, field service and applications such as digital commerce and subscription management.  
LiveVox [ventana / Q and A]
Download the Ventana article.

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