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. Think of carpenters with well-ordered workshops, who know exactly where to find the tools needed to complete their tasks.
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