Agent Experience

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What is agent experience? Much like customer experience, agent experience can mean any and all aspects of a support agent’s engagement with a company—from the tools and workflows that make it possible to do their job to the initiatives that prioritize their well-being.

Think about the last time you reached out to customer support. Was the agent warm and friendly or could you tell they were just trying to get through the day? Was it a quick and painless chat or did you have to jump through numerous hoops to get an answer? It’s easy to see how agent experience, good or bad, can quickly impact customers.

Poor agent experience can lead to poor job performance, or worse yet, high turnover rate. And high turnover rate can erode a support team’s knowledge base and ultimately it’s ability to better serve customers.