What do you mean by “agent experience (AX)”?
Agent experience (AX) refers to the overall interaction and engagement of a customer support agent with a company. AX provides a holistic view on how companies can empower their agents to deliver effective and efficient service. It highlights improving customer experience by increasing the satisfaction and engagement of employees.
Why AX is important?
AX is important as it affects employee satisfaction. This could in turn impact the quality of service they’re providing to customers. Additionally, AX is known to have been connected with agent’s absenteeism and poor job performance which are among the biggest issues call centers struggle with.
The formula for optimal agent experience is pretty simple. Companies just need to ensure that all their agents are happy and satisfied so that their customers will be happy and satisfied too.
Related insights and studies: