TECH BUYER Aug 2022 - Tech Buyer Presentation - Doc # US49575622

How Agent Experience Improves the Future of Customer Experience

By:

Mary Wardley
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Abstract

This IDC Tech Buyer Presentation discusses how the agent experience (AX) is unique in being the central inbound role for delivering CX. As this presentation highlights, through survey responses from a variety of primary research initiatives identifying the role agents play in the customer experience flow, agents as employees need additional consideration and the tools to enable them to execute on their jobs in delivering differentiated customer experience while at the same time providing an environment that is fulfilling in the agent's work life and allows them to excel as an employee.


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