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Agent Experience (AX): Today and Tomorrow

Agent experience today

Here are the stunning stats that sum up the state of agent experience

Psychology Today

  • Agents have an average of 10 hostile encounters with customers per day

RAND/Harvard/UCLA study

  • “ … verbal abuse was much more common in customer service jobs.”

Multiple sources

  • Agent churn of 30-50%, with next-gen agents likely to leave within a year

Why is agent experience so poor?


  • 84% of contact center agents do not think that their desktop tools help in resolving customer issues
  • Agents navigate across 8.2 different applications on average to answer a customer question

In a digital-first, and often digital-only world, agents are struggling with desktop tools designed for phone customer service in the 1990s.

Agents share the reasons for poor experience

We sponsored an online survey of contact center agents in the US, Canada, UK, Ireland, and the Asia Pacific region through SurveyMonkey®. These agents were asked to list their biggest pain points while delivering customer service.

This is how they ranked the hurdles to a good agent experience.

Pie chart of the biggest problems that agents face when a customer is on the line

  • 26 percent: Finding the right answers to customer questions
  • 25 percent: Different systems/information sources give different answers
  • 20 percent: Hopping from one application/window to another
  • 14 percent: Hard to keep up with all the new information/changes I need to know about

This trend was the same across agents in the US, Canada, the UK and Ireland, and Asia Pacific.  

Download infographic




Why is agent experience important?

The simple answer: Customer experience or CX. Today and tomorrow.

Your braveheart agents are in the line of fire of your angriest customers. When customers reach them, either over chat or phone, they are already frustrated at the unsuccessful self-service attempts. They are out of both patience and time. 

Your job is to equip your agents with the technology and knowhow that will help them deliver the quality customer service they are expected to provide. When they can’t, you have dissatisfied and disloyal customers, harried agents, and an attrition rate of almost 50%.

Upgrade agent experience from harried to happy in 2 steps

1. eGain Advisor: Digital-first, omnichannel desktop, guided by AI and knowledge

Know about eGain Advisor

2. Agent Desktop in 30 Days

The “Advisor Desktop in 30 Days” service makes it super-easy for contact centers and customer service organizations to implement a digital-first, omnichannel advisor desktop for quick business value.

Get 30-day Service