Summary
Contact center agents can have a huge impact on customer experience. Unhappy contact center agents equal unhappy customers. It's that simple. What is less straightforward is how application development and delivery (AD&D) professionals can determine how happy and engaged the agents actually feel. If they can successfully uncover what sort of experiences agents have, AD&D pros must then create technology scenarios that help improve those experiences. This report provides contact center pros with methods for measuring the agent experience by asking the right questions and points to technologies that help improve that experience.
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