Customer service agents and frontline workers embody a brand and its values to customers. However, there’s an inherent risk, given the growing complexity of service interactions and the supporting technology, that bias creeps into frontline interactions and negatively impacts both customers and brands. Principal Analyst Max Ball discusses the idea of empathy and other attributes when looking at the future of contact centers.

To learn more, see Max Ball's Cancel the "Cost Center" Culture in Customer Service blog post.