Reduce Agent Effort to improve the Customer Experience (AX = CX)
With the rise of remote work, many organizations have started to put the agent experience (AX) at the center of their customer service strategy. Recent studies have shown a correlation between positive AX and positive CX, and research continues to revele that happy agents mean happy customers.
It’s really not that difficult to understand. Customers will recommend and stay with those companies that consistently provide a good customer service, and what’s become very clear is that a great CX begins when we provide a great AX. However, there continues to be a high disengagement rate in frontline agents, in fact, 1 of 3 agents consider resigning from their job within 1 year and many even consider leaving entirely their customer service roles, which translates into high turnover rates.
So, how can leaders improve AX? Simple, by measuring and reducing agent effort. A good customer interaction is the one that requires a minimal effort from the agent and the customer. In other words, the easier it is for your agents to do their job, the happier and more productive they’ll be, reducing expensive agent and customer churn. However, their are other aspects that can help improve the overall agent experience. Here are some ways to scale empathetic CX with better AX: