Description
To meet customers' needs, agents must also have a positive experience; if they are doing well, they also relate better to customers and provide a service that exceeds their expectations.
Customers contact in different ways and through various channels: telephone, webchat, tickets, among others, which often means defragmented channels and with a frail link between them, forcing the agent to work harder to answer in real time.
Companies are concerned with guaranteeing the customer experience, however, first, we should think about the agent's experience, who must have tools available to be able to see the customer as a whole and even by different channels. Improving the agents' experience is improving the way they interact with customers, promoting motivation and minimizing the turnover that is often a characteristic of this role.
