Agent Experience Can Make or Break Customer Experience

Author: Robin Gareiss, CEO and Principal Analyst; Beth Schultz, Vice President of Research and Principal Analyst

Table of Contents
  • Adapting to a Hybrid Contact Center Workplace
    • Agent Workplace
    • Agent Gear
  • CX Technology for Improved Agent Experience
    • Visual Engagement
    • Agent Assist
    • Workforce Optimization
    • Self-Service
  • Best Practices for Optimizing the Agent Experience
  • Conclusions & Recommendations