FEATURED WHITE PAPER WITH BENCHMARKPORTAL

Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

Agent Experience (AX) elevates Customer Experience

The focus of this white paper, based on a survey conducted by BenchmarkPortal for eGain, is contact center agents and their experience. While self-service is getting better and better through the use of artificial in­telligence (AI) of varying degrees of sophistication, many questions continue to end up with agents, either because the customer couldn’t find the answer through self-ser­vice, or the customer simply doesn’t like self-service op­tions. In such cases, it is the agent who is expected to raise the customer experience to the highest level of ex­cellence possible.

How can this be done? Read on and dis­cover the research and expert insights that show how su­perior knowledge management lifts up agent experienc­e, which, in turn, elevates the customer experience.

More papers on knowledge for customer service and contact centers

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More White Papers on Customer Service and Experience

Knowledge management for customer experience and sales

Clone Your Best Agents: A 7-Step Approach

How can companies provide distinctive customer service and boost sales? “Cloning” the capabilities of the best customer service agents or representatives across the agent pool—in-house and outsourced—is a powerful approach that can help improve the quality and value of all interactions with customers. Starting with a unique Agent Cloning™ Framework, this paper shows you how to implement a cloning program to take your customer engagement capabilities to new levels.

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