Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)
CCNG
JANUARY 4, 2023
One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” 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. would save $500,000.
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