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Trend Report: Cloud-Based, Unified Tools: Better Experiences for Agents and Customers

Cloud-Based, Unified Tools: Better Experiences for Agents and Customers

Published: Oct 02, 2020

Pages: 7

Sponsor: ICMI Logo

This trend report explores why and how having the right technologies—combined with the right people and processes—can help agents produce better experiences for customers and better business outcomes overall.

Contact center leaders have come to understand how closely tied employee experience (EX) and customer experience (CX) are. Multiple studies have concluded that employees who are more engaged and happier in the workplace produce more engaging, memorable, and successful customer experiences.

All of an employee’s interactions with a company, from start to finish, make up EX. The experiences of contact center agents on the job are worthy of special attention through agent experience (AX) programs. Because contact center agents work so closely with customers, they have direct impacts on CX.


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