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Undercover Boss: a powerful CX insight tool

July 30, 2018

Via: CIO

What is the primary factor that influences your customer’s experience? For many businesses, it is the people who interact with your customers every day, whether you call them associates, salespeople, contact center representatives, tellers or agents. No matter the technology, scripting or guidance systems in place, ultimately the people who make up your call center workforce are the human element that determines your customers’ satisfaction with their experience.

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