Your Customer Experience is Worse Than You Think: The complete guide to finding out what actually wrong, and fixing it

You already know something is wrong. This book tells you what, and what to do about it. For anyone who runs a frontline team, and anyone who runs people who do: contact center leaders and supervisors, digital and ecommerce owners, branch and clinic managers, collections and outbound managers, and the executives above them. Michael Egli started by taking a hundred calls a day and has spent the thirty years since working out why so much investment in customer experience produces so little change. The answer is not that the technology is immature. It is that the unglamorous work underneath it, the knowledge, the process, the measurement, the incentives, is almost never done first. Inside: the attrition math nobody runs, why adding an agent to a small queue changes everything and adding one to a large queue changes nothing, what a supervisor's week actually contains, why your knowledge base is the reason your chatbot is wrong, how to build a business case a CFO will fund, and what to do when the volume triples on a Tuesday. Thirty-eight chapters. Thirty-seven blueprints ready to adopt. Thirty-seven labs you can run without a budget. Every statistic named, dated, and sourced. A reference you will open more than once.