The effortless customer experience has been the guiding mantra
in customer service for the last decade. Yet, to meet rising
expectations, companies are realizing that their biggest hurdle
isn't the customer experience (CX) - it's the agent experience.
So what's holding companies back from providing an effortless
agent experience? At Pier 1, where I manage the Customer Relations
department, we faced a number of challenges. After re-launching our
e-commerce site six years ago,...
