How positive agent experience amplifies customer experience
As organisations transition to a post-pandemic world, they are leveraging superior customer experience (CX) as a differentiator and an engine for growth. They are also recognising that agents, not just customers, are a pivotal component of good CX.
Read this Everest Research viewpoint, which explores the connection between agent and customer experience and addresses the following:
- What is agent experience, and how does it impact customer experience and the broader business?
- What workplace challenges do agents face, and what drives agent experience and engagement?
- What measures should companies take to improve agent experience?