Ep. 113: How AmFam Creates A High-Value CX
We all want our agents to focus on “high-value work.” We all want to elevate efficiency without compromising customer centricity. But how do we achieve this optimal customer contact operation? In this week’s episode, two leaders from American Family Insurance share their thoughts. They reveal strategies for identifying high-value tasks, while also discussing the impact of lean methodology on the overall CX effort.
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