People and processes are the real turbines powering your business and defining your customer experience. Learn why Laura Sikorski, contact center operations and technology expert, says the best businesses nail down their processes and support their people before investing in modern technology.

Turns out, customer rage, customer delight, and employee frustration all impact your customer service experience in big ways. In this episode, we’re talking to John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) on these three pieces of customer experience and why they matter to you.

Tune in for Sharpen's inaugural season of Unlocking Customer Service where C-Suite leaders and customer experience experts explain how prioritizing frontline employees leads to higher productivity, better customer service, and more revenue.