Want to Improve Agent Experience (AX) and thus CX? Don’t Put the Management Cart Before the Enablement Horse!

Contact center agent churn is estimated at 35-45% with US contact centers alone bleeding $10B in attrition costs per year!  As self-service systems get smarter, agents are going to get more complex questions to answer, problems to resolve, and advice to provide. However, even while the world is fast going digital (including things, customers, agent, and the business), their voice-first desktop is antiquated. Agents have limited or no capabilities to handle digital channels well, and they have no easy access…