Industries
Contact centersand CX.
An agent that speaks to a customer is a front line. It needs a disclosure, a handoff, and a person who can take the conversation back.
Where the work shows up
- Customer conversations the agent may hold, and the ones it must escalate.
- Quality, disclosure, and the record of what was said.
- The tooling around the agent: routing, knowledge, and the desktop the human still uses.
- A Head of CX who can describe the outcome in handle time, repeat contact, or another unit they already trust.