From Case Deflection to Customer Obsession: Future-Proofing Your CX Manager Skillset Today's contact centers managers need to broaden their abilities to adapt to a wider set of challenges.

My latest column for Smart Customer Service is out. From Case Deflection to Customer Obsession: Future-Proofing Your CX Manager Skillset.

Read it at: www.smartcustomerservice.com/Columns/Expe...

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