As customer preferences and behaviors change, agents consistently adapt. When customers adopted digital, agents became fluent across channels, when customers asked for speed, agents worked hard to deliver more efficient, streamlined support. With the ultimate goal of delivering the best possible experience, agents have faced immense pressure to understand, identify and meet modern customer needs.
This evolution has become even more apparent in today’s experience-focused environment. Agents have emerged to act not only as a post-purchase support system, but all-encompassing experience guides.
Agents are now the frontline of a brand, acting as trusted advisors and extensions of the greater organization.
And, although organizations recognized this shift, many are not yet equipped to fully support their agents through this evolution. This new role requires added assistance, insight and training to ensure agents are the experts they now need to be. Solutions that can empower agents with knowledge and real-time data will ensure agents are able to direct their focus on the customer and consistently go above and beyond.
This report will cover:
- Technology needed to support the future agent experience.
- Highlighting the leading benefits of agent assist.
- Give guidance for effective implementation and resources for ongoing success.
