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Acknowledging the Impact of Agent Experience on Customer Experience

Acknowledging the Impact of Agent Experience on Customer Experience

Contact centers feature relatively high agent turnover rates, with annual agent churn of between 30% to 45%, according to estimates from the Society of Workforce Planning Professionals. Former agents often cite angry customers, poor management, high call volumes, lack of career development, and outdated systems as key reasons for leaving.

Perhaps most problematic, agents that are still on the job who are unhappy or frustrated might focus on taking actions that make their own lives easier rather than focusing on eliminating friction and frustration for the customer. This approach, in turn, negatively affects customer satisfaction, retention, loyalty, and spending levels. Indeed, 86% of customers said they were willing to switch companies because of a bad customer service experience, according to survey data included within the 2023 Achieving Customer Amazement Study. 

As a result, organizations, particularly contact centers, need to assess their current operations, identify the points of friction for both their customers and agents. But investments into more powerful and flexible contact center technology can provide a platform that drives innovation and enables the development and deployment of enhancements that can serve as catalysts for happier, more supported, and more engaged agents who become willing and able to deliver better CX.

In our latest Research Brief, Acknowledging the Impact of Agent Experience on Customer Experience, completed in partnership with Local Measure, we discuss the drivers of agent frustration and burnout, the benefits of implementation new technology such as AI to better support agents and enable greater automation, and the advantages provided by the use of a modern, cloud-based contact center solution that can integrate and activate technology that creates better experiences and outcomes for both agents and customers.

In this brief you will learn:

  • Which factors negatively impact agents, and how this may result in actions that create poor customer experiences
  • How investments in modern, cloud-based contact center technology can enhance an organization’s competitive position, and better support contact center agents
  • Insights into how predictive and generative AI can be leveraged to assist agents and power self-service tools
  • The value of embracing omnichannel engagement to benefit customers and simplify agent workflows
  • How assistive and automated technology can improve employee experiences, which can translate into better customer experiences, improved customer satisfaction, and higher customer retention rates


If you are interested in learning more, be sure to download your copy of Acknowledging the Impact of Agent Experience on Customer Experience today.

In partnership with:

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Author Information

Keith has over 25 years of experience in research, marketing, and consulting-based fields.

He has authored in-depth reports and market forecast studies covering artificial intelligence, biometrics, data analytics, robotics, high performance computing, and quantum computing, with a specific focus on the use of these technologies within large enterprise organizations and SMBs. He has also established strong working relationships with the international technology vendor community and is a frequent speaker at industry conferences and events.

In his career as a financial and technology journalist he has written for national and trade publications, including BusinessWeek, CNBC.com, Investment Dealers’ Digest, The Red Herring, The Communications of the ACM, and Mobile Computing & Communications, among others.

He is a member of the Association of Independent Information Professionals (AIIP).

Keith holds dual Bachelor of Arts degrees in Magazine Journalism and Sociology from Syracuse University.

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