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. In this article, we will discuss some tools and strategies for measuring customer
Keeping customers happy is one of the most important things for a business. If they are unhappy, they will not only leave your company but probably not recommend you at all or even worse spread the bad word around. Customer support agents are the frontline employees in charge of assisting these customers, go through
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.
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 all, these employees are the face, heart, and voice of your company, and
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 customers. AES determines how easy it’s being for agents to assist and/or resolve