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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

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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