Unlocking value and success for partners

By Hock Tan, Broadcom President & CEO In the years that I have led Broadcom, I have found two things to be true for technology leaders: First, success with your customers starts with success with your ecosystem partners; and second, driving ecosystem growth is key to maintaining the growth of your own business. This is…

3 Ways Companies Will Double Down on Agent Experience in 2023

The current state of the contact center agent is clear, but for those unaware or overlooking this opportunity for improvement: agent attrition rates currently hover around 40%, the cost of replacing just one agent is between $10k-$20k, and 97% of agents are sometimes or almost always burned out. Unengaged employees (undoubtedly including contact center agents) collectively cost $7.8 trillion in lost productivity, or about 11% of…