Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)
CCNG
JANUARY 4, 2023
Agents who are unsupported by “the cubicle next door” and by their knowledge systems are clearly going to provide lower-quality and slower service – and will suffer in terms of morale themselves. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5
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