??? Contact Center Agent Experience 101

The Looming AX Crisis (And What To Do About It)

?? Hello! We’re back again with another round of contact center insights… this month we’re talking all things Agent Experience.?

With average attrition rates hovering steadily between 30-45% in the contact center, some might say there’s an impending AX crisis. But not you. You say there’s an opportunity for growth and improvement. And we’re inclined to agree.?

That’s because at the root of the AX issue lie two things that are totally fixable:?

1. Customer queries are becoming more complex which means agents' roles are expanding.
2. Knowledge guidance tools, inadequate virtual workspaces, and outdated performance management methods are holding your teams back.

Here’s what you’re going to do about it:

? Build community + camaraderie while promoting well-being

? Invest in agent knowledgeability + collaboration

? Make the connection between CX + AX

? Embed knowledge-powered conversational + process guidance into your agent desktop

Your agents are an insanely powerful resource (especially if you’re in customer care!). Building a new performance management model suited for the digital world sounds intimidating. But the truth is, there’s a proven roadmap.?

Let’s discuss??

??IDC Tech Spotlight

Agent experience now goes beyond the day-to-day to encompass holistic well-being including mental, social, & emotional wellness. In the latest IDC Tech Spotlight, you’ll learn why the future of work hinges on your ability to prioritize the agent experience alongside the customer experience and overall employee well being.?

[Improve agent well-being]

??Exciting New Capability Alert: Agent Assist + LV Connect

Empower, engage, and develop every agent on your team with LiveVox’s new AI-powered knowledge and conversation guidance tool, Agent Assist. Then up the ante with LV Connect, an internal collaboration board that combines the intuitive features of social media, internal chat, and news feeds. Your demo is waiting.?

[Optimize AX]

??eBook: Agent Experience is Underrated

Agent experience (AX) is crucial to customer experience (CX), and it’s not just because the two share letters in their abbreviations.

More engaged agents foster stronger relationships with customers. Discover how managers can empower, engage, and educate their teams to a better experience in this insightful eBook.?

[Connect Experiences]

??eBook: Rethink the Agent Desktop

Your current agent desktop is a paper map living in an era of GPS. In other words, it’s painful to navigate and could be causing your agents to miss valuable turns in the conversation when customers need to know where to go.?

[Amplify your desktop]

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