Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)
CCNG
JANUARY 4, 2023
However, we know that many customer needs (and customer types) still require the personal attention of live agents. 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.
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