Michael talks about:

· What CX has to do with better experience in the contact center

· How to improve employee retention

· How training in the contact center is different than general CX

The person who has influenced Michael the most in the past year:

Art Ginsler’s book: Art’s Principles – 50 years of hard-learned lessons in building a world class professional services firm: https://amzn.to/34L5ira

His note to all customer service professionals:

“Listen to your customers…and act on what you hear.”