When you’ve got hundreds of agents, disparate systems and fluctuating customer scores and measures, empowering a next generation strategy starts with bold new metrics and a new approach to the data you already have. 

Listen to CCA CEO Anne Marie Forsyth in conversation with leading expert Rachel Lane from partners Medallia, where they discuss the challenges and opportunities that arise when considering what post-pandemic empowerment, engagement and measurement and explore the things you need to consider when reassessing your service and CX strategy.