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
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, and when one is low, the other one might as well be. Making
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 putting increased emphasis on improving their company culture in order to improve employee