According to CCW Digital research, 65% of leaders believe that emotionally happier agents will deliver better customer experiences. This means that leaders must take this opportunity to leverage technology and tools that will augment the agent experience and give them the opportunity to engage in more meaningful work. Offering transparency and a path forward will also give employees a clearer outlook on their place in the contact center.
Keeping priorities like agents engagement, upskilling and long-term development at the forefront will be critical as organizations transition in the age of AI. While it is certainly important to innovate and improve, it should not sacrifice quality for the agent or customer. With the right strategy in place, leaders can benefit from major efficiency gains while enhancing the experience and day-to-day for their employees.
In collaboration with Genesys, CCW Digital will share new tips for agent engagement amid AI development. By curating a strategic path forward for agents and giving agents a deeper understanding of how technology can support their experience, leaders will be in the position to bolster their agents to new experience heights.
With this report, you will gain instant access to CCW Digital research on agent engagement, employee experience priorities and strategies from CX executives across industries.
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