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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

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