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

Read the whitepapers on Knowledge for CX

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.

Read other Knowledge for CX white papers

Skip to content