Defining what is agent experience? in the contact center

What is Agent Experience? [Definition]

A few years back, contact center leaders grappled with the term agent experience. Some thought leaders and analysts talked about it. And buzz circulated, trying to figure out if it really mattered to customer experience. There was a lot of speculation, but little fact around why agent experience is so important to successful business outcomes.

Now, decades of research out of Glassdoor offers data-backed proof that an employee’s experience directly impacts customer satisfaction

Download Now: Learn 9 ways a better agent experience grows your business. 

And a survey of hundreds of contact centers found that more companies are leaning into agent experience as a way to grow their company. In fact, Lori Bocklund of Strategic Contact deemed 2020 the Year of the Agent in her latest Contact Center Pipeline report.

Since so many contact center leaders are now aligned in the importance of AX, it’s time for us to stop the talk and spring into action. We’re sharing what agent experience means to us, and the steps you can take to improve yours. All in fewer than 400 words for the busy manager. 

What is agent experience?

Agent Experience is the holistic view of how empowered, efficient and effective your agents are.

Contact center leaders are swept up in a storm of seemingly conflicting priorities. Companies want to cut costs, grow revenue and be customer-centric. But in order to meet the demands of both customers and execs, contact center leaders must be agent-centric, first. Prioritizing your team and leaning into your people is the only way to grow your business AND keep customers happy.

The formula is simpler than it may seem.

Happy agents = happy customers. 

Viewing AX through three dimensions gives you insight into agent performance, customer outcomes, and the attitudes and feelings agents have about their jobs. 

Contact center leaders deemed agent turnover the #1 challenge for contact centers this year. Your agents are fed up with the lack of training and poor experience they get. 

To fix AX, start here: 

  • Give agents better tools, with fewer screens to navigate and accessible customer data. 
  • Coach often by sharing 1:1 feedback that’s specific and relevant to the context of their conversations.
  • Create processes and flexible guidelines that empower agents to prioritize customer outcomes over singular KPIs. 

Above all, your agents are humans – not machines. You need a multi-faceted approach to make their experience better.

The business impact of a better agent experience speaks volumes. Get the tip sheet with 9 ways a positive agent experience improves your customer and business outcomes.