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Optimizing the Agent Experience

Embrace a Smarter Desktop

The Emerging Age of the Agent Experience

The quality of the customer experience is a competitive differentiator for most organizations. Our research confirms this, finding that improving the customer experience is a top priority for 82% of organizations looking to improve the way they handle customer interactions. As a result, organizations today are making significant investments in the digital transformation of their contact centers and the improvement of the customer experience these centers provide.

In this regard, a new awareness is emerging that the quality of the customer service agent experience matters. When this agent experience is hindered by the tools the agent uses, the experience provided to the customers that agents interact with will suffer. Thus, optimizing the agent experience is a critical step in the delivery of a superior customer experience.


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