An Elevated Agent Experience

Elevate—verb. To raise or lift something up to a higher position.

That was the theme this year at the Calabrio, Inc. Customer Connect (C3) event. Naturally, you might ask, "What is Calabrio aiming to elevate?" But if you were in any of the sessions or conversations, it quickly became clear: the Agent Experience was front and center in about 90% of the discussions, from executive keynotes to product demos.

What I found most heartwarming were the customers who approached me after my session on driving Employee Experience (EX) in a measurable way that also impacts Customer Experience (CX) and business profitability. They weren’t just talking about theory—they shared their real-world EX goals and challenges. To me, this showed a growing shift in the industry: companies are finally realizing that putting employees first isn't just a "nice to have." It's essential if you want to improve customer outcomes.

?

?

The Shift: From Customer Experience to Employee Experience

It's no secret that CX has been the mainstay of corporate focus for years, and rightly so. But what I saw at C3 this year is that some organizations are starting to lead the CX conversation from the inside out—by focusing on the Employee Experience.

In my session, I emphasized the three core pillars of an effective EX program and, more importantly, how to measure those pillars to ensure they’re delivering real results. Because let's be honest: you can’t manage what you don’t measure it!

The 3 Pillars of an Effective Employee Experience (EX) Program:

Equipping – Are your employees prepared and set up for success?

Empowering – Do they feel empowered to make decisions and contribute meaningfully?

Engagement – Are they engaged in their work and with the company?

Measuring EX:

Here are some easy low hanging fruit when it comes to measuring EX:

Equipping: One way to measure this is through Quality Assurance (QA). Are employees properly trained and equipped to handle the tasks at hand? High QA scores (when the QA program is effective put together) are a solid indicator that your team is equipped.

Empowerment: Look at metrics like First Contact Resolution (FCR). When employees feel empowered to solve customer issues on the first try, it reflects their confidence and autonomy.

Engagement: Surveys are key here. What’s your employee survey response rate? More importantly, are the responses indicating engagement, or just compliance? Regular feedback loops give you insight into whether your employees are truly engaged.

?

?

AI and the Agent Experience: A Game-Changer

Another standout moment for me was seeing how far Calabrio has come with AI—but not just for the sake of AI. What really struck me was how Calabrio is focusing its AI efforts to actually enhance the Agent Experience.

?

A prime example is GRANT, their agent self-service tool, and Auto QM (Automated Quality Management). Both of these innovations make the agent’s life easier by removing repetitive, manual tasks and enabling them to focus on higher-value work. It’s refreshing to see AI being used in a way that truly benefits the end-user, and in this case, it’s the agents. Calabrio isn’t just throwing AI buzzwords around—they’re applying AI in ways that are practical and meaningful for those on the front lines.

?

All in all, the theme of "Elevate" at this year’s Calabrio C3 event was about elevating the Agent Experience—not as an afterthought, but as the primary focus. Whether through thoughtful application of AI or measurable strategies to improve EX, the event was a reminder that if we want to elevate the customer experience, we have to start with our people.

?

I'd love to hear from you—how are you measuring Employee Experience in your organization? Is your EX strategy moving the needle for CX and business outcomes? Let’s keep this conversation going!

?

Juanita Coley

The Contact Center Whisperer

That WFM Girl

?

#WFM #WorkforceManagement #EX #EmployeeExperience #CX #CustomerExperience #CalabrioC3