Best practices for customer experience

Improving agent effectiveness to increase retention and improve customer satisfaction

The most successful contact centers prioritize the agent experience, using supportive technology and smart coaching to improve communication and maximize every agent’s potential for success.

The benefits for both agent and business are clear — improved agent effectiveness and retention, higher customer satisfaction, and increased revenue. This guide outlines how to build an agile contact center team, turn managers into coaches and optimize your digital support channels to achieve measurable agent – and business – success.

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What you will learn from this eBook:


  • The business value of improved agent effectiveness
  • How to build an agile contact center team that helps you respond easily to change
  • What steps you need to take to successfully empower every agent, and foster increased ownership and belonging

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