On this episode, Amelia is joined by Jon Arnold, Principal at J. Arnold and Associates, who has spent more than 15 years in the technology space. He started his career in telephony during the transition to voice over internet protocol (VoIP) and is now a specialist in tech for call centers. Jon touches on the following topics:- The similarities between the transition to VoIP and today’s transition to cloud technology.- The metrics managers currently use to measure agent experience (AX) and how those numbers will only positively affect the customer experience (CX) if the agents are engaged.- The fact that happy agents are 12% more productive.- The evolution of customer service.- How embracing cloud technology can provide a roadmap to increased satisfaction for both customers and agents.- Why now is the time to embrace cloud technology. This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative and comprehensive end-to-end CX solutions. That’s nice.com #CXO #CX #ContactCentre #CustomerService #CustomerExperience

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