Featured Report
CX Agents: A Survey of CX Leaders Regarding Their Most Valuable Asset
A Vital Asset of Every Contact Center
Customer experience (CX) agents are what make the contact center tick. As only the most complex, high-touch engagements make their way past self-service solutions and onto agents, the skills and knowledge agents need has become further specialized.
In this report, CX Agents: A Survey of CX Leader Regarding Their Most Valuable Asset, more than 55 corporate contact center leaders describe their programs and share insights into current agent-related initiatives, budgetary models, and more. Check out this research to grasp where brands are at in fulfilling the evolving expectations placed of today’s CX agents.
Be sure to check out project partner Zenarate’s special commentary (page 5) where they four agent-related trends to consider, as well as powerful techniques for developing confident, top-performing CX agents. Here’s a snippet:
“Simulation Training is an approach to agent training that prepares new hire agents to confidently deliver superior customer experiences before their first live customer interaction and help close tenured agent call types and skill gaps.”
