by agencydev@wendyourway.com | Aug 4, 2023 | CX, Support
Leadership continues to evolve its conception of the support function from revenue defender to strategic center, putting more pressure on support leaders than ever. Boundaries between support, CX, product and marketing are shifting and bleeding, raising the stakes and...
by agencydev@wendyourway.com | Aug 3, 2023 | CX, Support
Last month, Twilio and Frame AI announced a new partnership to leverage AI to enhance customer engagement within Twilio Flex, the cloud-based digital engagement solution for personalized interactions across contact centers, sales, and in-app concierges. George Davis,...
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 | 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...
