Buying the Technology that will Serve Your Agents the Most

Watch to the full podcast here:

Or click here to just listen to the audio.

The VP will have an opinion. The C-suite will will want a say. IT’s recommendation will ring heavy in the air. Those in charge of operations, training, marketing and quality assurance will each have their own goals in mind. When it’s time to buy CX technology, though, we believe strongly in keeping the agents in mind. The agents’ use and satisfaction with the technology will affect customer experience every step of the way.

Today we welcome Joe Rice founder of CXponent for an in-depth discussion of the technology buying process. Exponent helps companies build or reset their tech stacks for CX organizations.

Topics discussed in this Episode:

  • [02:57] In the end organizations are judged on their customer outcomes and their business outcomes.
  • [08:30] Joe Rice’s three guiding principles: 1 – Be really specific around your desired customer experience.
  • [09:08] 2 – Embrace your constraints: timeline, cost, what other systems or tools are under contract, etc.?
  • [09:43] 3 – Be intentional about the decisions and trade-offs down the road.
  • [20:44] Balancing the competing priorities in CX to achieve overall organizational success.

Thanks for tuning in to this veritable CX Buying Master Class today!

To listen to a recording of this and other episodes, visit And to join our show live each week, go to

Read more

The Contact Center of the Future

Do we really think Artificial Intelligence is going to take out the role of the contact center agent? It already has, but there is no way AI can replace agents completely.

Read More

The Agent’s Role in the Omnichannel Customer Journey (And How to Support It)

Although it may seem like agents don’t play a role in the omnichannel customer journey, they’re actually crucial to customer satisfaction. Here’s why.

Read More

3 Things Your Agents Want from Contact Center Technology Today

The technology agents use is crucial to their performance. But not all tools are created equal. Here are three things agents want from their tech right now.

Read More
Customer Contact Central