The Importance of Agent Effort Score
Many companies today measure Customer Effort Score (CES), but only a few have started to focus on Agent Effort Score (AES), a metric that helps identify how much effort it takes for an agent to accomplish their role of supporting
Agent Effort impacts Customer Effort
A low customer effort score (CES) helps maintain customer loyalty, but so does a low agent effort score (AES). It turns out that both elements are linked, meaning that when one is high, the other one should be as well,
How to Drive Engagement with Gamification in Your Contact Center
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
Agent Engagement: Why it Matters and 6 Ways to Nurture it
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
Intraday Agent Inspiration Techniques You Must Consider
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