Contact center professionals know that there is a direct link between Agent Experience and Customer Experience. Several studies have shown how increased employee satisfaction contributes to increased customer satisfaction. Satisfied employees can help a company retain customers, reduce churn, and develop a positive reputation.
As we adjust to the impact of COVID-19 on the contact center, it’s more important than ever before to create strong connections to your agents, and give them the tools and support they need to provide outstanding customer service. In this session, we will provide practical ways you can nurture the CX and AX link through best practices for staff engagement, resource optimization, and training. We’ll also look at the contact center technologies available to help your team improve agent productivity, quality, and engagement.