How to Deliver an Exceptional Agent Experience
Agents are the first point of contact for consumers with complaints.
Like customers, agents are human.
Without the right software and support behind them, issues can spiral out of control and lead to unhappy customers.
The vast majority of software products aren't built with agent-customer interaction in mind. It's hard for agents to resolve problems when they can’t find the information they need.
Supporting an increasingly complex ecosystem of products leaves them very little time to solve customers' issues. And then their performance is measured by the team's results which are dictated by an out-of-date system.
Agents are looking for an easier way to do their job, work on high-value tasks, and build a better customer experience.
As a customer, you expect your questions to be answered quickly. You also want those answers to be accurate.
You want a digital experience that’s relevant and consistent.
What do consumers do when their expectations aren't met by companies?
They leave for greener pastures (your competitors.)
Those who do not have a strategy to provide swift, unified access to knowledge to their agents will find it difficult to be agile and adapt quickly to changing market expectations.
Watch to see how the Coveo platform makes agents work easier, and faster, with less margin for error.
Customers expect agents to have powerful platforms in place to make their lives easier and more enjoyable.
Join us for this intimate roundtable experience where you’ll meet with peers and industry experts to discuss how:
- The state of the agent experience is changing in a post-covid environment
- You can deliver an exceptional agent experience, with relevant and consistent tools
- You can set up agents for success with unified access to knowledge
