The key to great CX? Investing in human capital

Customer experience & human capital.jpgFollowing up on my 2016 Contact Center Industry Predictions blog, I want to share my thoughts on the continued need to invest in human capital. When I was a practitioner, there were constant reminders from the executive team do more with less. Unfortunately, I continue to hear this adage as I have conversations with contact centers today. Yet, the continued focus for 2016 is delivering a superior customer experience. There is a flaw with this logic.

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