Increase Customer Loyalty by Doing Agent Experience (AX) Right

Course details

In this course, customer service expert Stacy Sherman shows you how to foster strong agent experience (AX) so that your agents can deliver value and engender customer loyalty. Learn how to identify challenges that impact agent effectiveness. Explore hiring strategies for contact center agents, as well as building positive relationships with your agents from day one. Find out how to elevate agent performance through intentional training and development and learn how to prepare contact center agents for future leadership. This course equips you with a blueprint to connect agent experience to customer experience, so that you're focused on doing right by your teams and your customers.

Concepts

0. Introduction

01 - Cultivating customer loyalty through agent experience (AX)

1. Contact Center Agent Experience - What It Means and Why It Matters

02 - Linking agent experience to customer experience
03 - Identifying challenges that impact agent effectiveness

2. Hiring Strategies for Contact Center Agents

04 - Defining key skills for contact center agent success
05 - Evaluating agent culture fit and adaptability
06 - Building positive agent relationships from day one

3. Strengthen Contact Center Agent Loyalty

07 - Elevating agent performance - Training and development
08 - Fostering community for your agents - Education and support
09 - Incorporating agent feedback to enhance value

4. Prepare Contact Center Agents for Future Leadership

10 - Identifying potential leaders in your agent team
11 - Guiding future contact center leaders - Mentorship and feedback
12 - Developing emotional intelligence and empathetic leadership

Conclusion

13 - Continuing to strengthen the agent experience

Increase Customer Loyalty by Doing Agent Experience (AX) Right

Authors

Stacy Sherman