We probably agree that agents need to know why, but the bigger question is “Do your agents really know why”? I am going to guess at least half of you might think, “Of course my agents know why customer experience matters! They’re customer service professionals!”
But do they know the relationship between CX, revenue, customer retention, and overall business success? Maybe. What most agents do not understand is the impact they can have on your business success, and it isn’t often shared with them regularly. And certainly, it isn’t a common contact centre measure.
https://www.callcentrehelper.com/customer-experience-matters-198621.htm
