Supercharge Customer Experiences Through Great Agent Support
Improving the agent experience remains an important aspect of creating a better customer experience. Organizations are now focused on how the agents perceive their job by giving them resources and budget, training, coaching, and evaluation. Hence, it is not a surprise that AX was listed as the most important of all areas of focus to most business leaders surveyed because an impressive 96 percent reported that this was instrumental in achieving the organizational mission.
Furthermore, 91% say the most senior leaders believe a great agent experience matters, and 92% say that their most senior leaders believe AX relates directly to CX. Perhaps more unsurprising, however, is that seven in ten of the leaders said improving CX would be either a high or critical priority for next year. AX improvements have beneficial effects both on the levels of satisfaction from the agent’s standpoint but, obviously, more importantly benefit directly the quality of the related CX.
For a deeper look at AX and CX strategies, Download this PDF.
