Customer service agents play a crucial role in ensuring that customers have a positive experience with a company. However, handling customer inquiries and problems can be challenging and require a significant amount of effort on the part of the agent.
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
Companies have finally started to recognize the importance of agent experience (AX). Although, customer centricity continues to be a top priority for many organizations, making sure agents are happy and satisfied at work has also become a fundamental pillar. After
Are your employees excited to come to work each and every day? Or are they disengaged, disinterested, and lacking motivation? Employee engagement is one of the most challenging aspects to master in a contact center. That’s why many organizations are
In a world where customer experience is a key to business success, contact center agents play an important role as brand ambassadors of your organization. By the time a customer reaches an agent, they’ve likely tried all self-service options and
According to a Glassdoor study, 81% of customer service employees feel appreciation is their most important motivating factor, followed by demanding bosses (38%) and fear of losing their job (37%) meaning that customer service managers and team leaders should focus
With the Pandemic, employees have become more independent by having more choices and flexibility about where and when they do their jobs. While working from anywhere has its advantages, it also means that leaders need to think about agent experience