Contact Center Consulting Leader -

Elena analyzed agent stress data, creating flexible, hybrid work schedules that prioritized mental breaks, reducing agent burnout immediately.

Elena walked into the bustling, noisy center for her initial assessment. She didn’t go to the conference room; she went to the floor, put on a headset, and listened to an agent named Sarah struggle through a complex return, with a chatbot script covering her screen that didn't match the customer's problem. Contact Center Consulting Leader

fell by 40% because they finally felt empowered, not micromanaged. Elena analyzed agent stress data, creating flexible, hybrid

dropped, not because agents rushed, but because the information was finally accessible. Elena analyzed agent stress data