Customer support agents have a tough job. They need to make sure customers are getting what they need—fast, personalized service—and their company gets what it needs—efficient operations and loyal customers. It isn’t always easy to do both, but nearly impossible if you aren’t setting agents up for success.

Are you doing everything you can to make sure your agents have what they need to make you successful? Even if you are, you can always do more. That’s why we wrote the Agent Experience Guide.

This guide covers:

  1. Creating efficient workflows

  2. Building robust internal self-service options

  3. Establishing an operations team

  4. Developing a change management process