The Agent Experience

The Customer Experience Effect

Volume 2: The Agent Experience

Customer experience and the strategies formed to drive customer satisfaction are typically measured by external feedback, otherwise known as the “Voice of the Customer.” Unfortunately, many companies miss the mark by not also measuring the voice of the agent – or the “Agent Experience.” We're pleased to present the second installment of The Customer Experience Effect Insight Report Series, The Agent Experience. This informative report provides insight into agent experience metrics as key indicators in measuring customer engagement satisfaction as well as employee satisfaction's collective impact on customer retention and operational costs.