Strong CX foundations are no longer optional - they're the key to meeting rising customer expectations, says 1Stream.

Customer experience leaders have always been obsessed with statistics like Average Handle Time (AHT) or First Contact Resolution (FCR). We celebrate the agent who de-escalates a furious caller, we ...

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While every business has problems, the solutions that you use to solve these issues is what really matters. As a working professional, it can be easy to react rather than prepare for the challenges ...