In contrast to the big picture challenges of hiring and training agents, agent experience includes everything from resolving support queries to writing knowledge-base articles to improving operational efficiencies. These tasks might not seem as high-impact when thinking about building meaningful relationships with customers, but doing so is impossible without them.
Customers want support to be human and personal, but they also want it to be fast and efficient. Agent experience focuses on making this possible by improving the way agents interact with customers.
To effectively meet the customer’s needs, support agents must be set up for success. That means making an up-front investment in tools and processes that enable support agents to not only provide the kind of support customers love, but avoid providing the kind of frustrating experiences customer hate.
Learn how to setup your agents for success, and help them avoid the typical pitfalls of customer service. Read the guide: agent experience