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 Featured Interview:

Shep and Murph Krajewski discuss how Sharpen started by wanting to fix the root problem in customer service. Murph explains that the problem starts with the customer service agent’s experience. They discuss how the needs of an agent (both technological and human) must be met to allow that agent to be in a position to properly serve the customer, and Murph shares numerous examples.


In a recent whitepaper, “Exposing the True Cost of Legacy Contact Center Software” Sharpen gets real about the true impact it can have for your operations, agent satisfaction, and customer service. Top Takeaways:


Murph Krajewski is VP of Marketing at Sharpen, a cloud-based contact center platform. He’s been in the contact center industry for nearly 20 years, in a variety of roles. These days Murph is focused on creating better experiences for contact center agents. He believes this will make for happier customers, and could one day change the world. Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio. “Companies are using the job function of a contact center agent, which has very low job satisfaction, to try to make their most important asset – their customers – happy.” – Murph Krajewski This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
  1. How do you make a customer service agent experience better?
  2. How does an agent impact the customer’s experience?
  3. How can I create better customer experiences?
  4. What has the biggest impact on customer satisfaction?
  5. How can I create better support agents?

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