by agencydev@wendyourway.com | Jul 26, 2023 | CX, Support
Setting an Industry Standard for Contact Center Culture There’s an interesting contradiction in the desirability of working for big companies. Size comes with name recognition, resources, and a lot of directions to grow in, but the anonymity of being one among...
by agencydev@wendyourway.com | Oct 4, 2022 | Press
A few weeks ago, we had the honor of welcoming Christine Rimer to Team Frame AI as our first independent board member. Getting to know Christine through this process has been a terrific experience, and I wanted to write a few words to introduce her and share what I’ve...
by agencydev@wendyourway.com | Jun 1, 2022 | GenAI, Support
The Problem “No new headcount. Growth and retention targets unchanged.” The message many Support leaders are getting from C-suites right now is clear. Management is responding cautiously – correctly – to uncertainty. Their job is to make adjustments now that...
by agencydev@wendyourway.com | May 31, 2022 | Support
Support queue health is complex. There are dozens of popular Support metrics that each have a time and a place. Each one offers unique insight into the quality and efficiency of your Support organization and its impact on customer experience. But no single traditional...
by agencydev@wendyourway.com | May 29, 2022 | GenAI, Support
Every day, your agents work really hard to solve customer problems thoughtfully and efficiently. Right now, there’s a good chance that several agents are feeling the weight of a pending escalation — the “customer X is typing a message…” call-out in the chat window is...
