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Turning Resistance Into a Roadmap for Contact Center Transformation

aht, average handle time, contact center, crm, customer experience, customer satisfaction, Million byte, net promoter score, nps

Friction isn’t failure—it’s data. Learn how to turn resistance into your blueprint for better CX. Continue reading… Go to Source Author:

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Friction Isn’t a Failure — It’s a Signal for Smarter CX

customer effort, customer effort score, customer engagement, customer experience, customer loyalty, customer satisfaction, Million byte, net promoter score, nps

Misaligned goals, not bad agents, often cause customer effort. Here’s how to use friction as feedback — not something to flatten. Continue reading…

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Your AI Is Talking to Customers — But Are You Measuring What Matters?

ai, csat, customer experience, customer loyalty, customer satisfaction, customer trust, cxm, generative ai, Million byte, net promoter score, nps

Old CX metrics miss tone, safety and trust. The EVALS+ Pyramid shows CX leaders how to evaluate AI where it counts. Continue reading…

Your AI Is Talking to Customers — But Are You Measuring What Matters? Read More »