State of the Agent Experience

Why service leaders should focus on improving service from the inside-out.

Customer retention depends on providing a seamless customer experience, but what if the key to excellent service is to focus on improving the agent experience? Here’s why successful businesses prioritize reducing agent effort, and how to optimize AX in your own organization.
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In this report, you’ll learn how to:

  • Why focusing on the AX (agent experience) is so important for customer success
  • How to measure and evaluate agent effort
  • How to implement the 4 steps to reducing agent effort in your organization

Step 1: Automate Repetitive Agent Tasks

Step 2: Decrease the Amount of Tools and Views

Step 3: Empower Agents with Contextual Knowledge and Human Workflows

Step 4: Measure Agent Effort

Are your agents equipped to create loyal customers?

In conjunction with teamsurfboard.com

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