Agent Experience (AX): The Next Frontier for Elevating the Customer Experience (CX)

Introduction Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as ...
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State of Agent Experience 2022: Survey

BenchmarkPortal conducted a survey on behalf of eGain to find the state of agent experience (AX) in contact centers in the US. The survey also found from agents how good contact center knowledge is in helping them provide customer service. The survey was held ...
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SPOILER ALERT: Agents want a heads up BEFORE changes affect customers

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