3 ways to improve the contact center agent experience

First impressions significantly impact customer perception, with 73% leaving for another brand after multiple negative experiences. Many contact center agents lack proper support to deliver excellent customer experience (CX). To boost CX, it is helpful to focus on agent experience (AX) by automating routine tasks, implementing caller authentication tools, and ensuring clear voice communications. Automation can reduce operational costs and improve AX, while caller authentication prevents fraud and reduces call verification expenses. Clear voice communications contribute to higher FCR rates, improving customer satisfaction and reducing stress for agents. Overall, focusing on AX leads to happier agents who are more likely to provide exceptional CX, resulting in increased revenue for businesses.