Want Happy Customers? Empower Support Agents First

Your customer support agents are on the frontlines of customer interactions, and the experience they deliver largely decides how your customers view your brand. Yet, there is often not as much focus on the agents as there is on customers. Contact center agents are often swamped with huge call volumes, struggle to identify customers across channels, need to hop from one application to the next to fetch data, and so on. They are forced to keep customers waiting, which ultimately not just diminishes their own experience but also creates angry customers.

??edna’s blog –?Why Agent Experience is Critical to Customer Experience?– contends that by improving your agent’s experience, you ultimately boost your CX. It discusses the key pain points for agents as well as the top five ways in which integrated solutions empower agents – from automating routine tasks and smart routing, to consolidating the customer’s omnichannel chat history.

Read it to find out how to help agents deliver consistent, high-quality care quickly, no matter what the channel.????????????