Table of Contents
What is Agent Experience
What Are the Benefits of Improving Agent Experiences?
5 Proven Ways to Improve Agent Experiences
Summary
What is Agent Experience?
What is often glossed over in contact center transformation projects is agent experience. This is due to the dominant focus on improving customer experiences to drive loyalty and revenue. There needs to be as much focus on agent experiences as there is on customer experiences since agent experiences directly affect customer experiences. We will show you how below.
But what is agent experience exactly? It is the overall journey, environment, and interactions that contact center agents have while performing their roles. It encompasses the tools and technology they use, the level of training and support they receive, the efficiency of workflows, the work culture, and the management approach within the organization.
What Are the Benefits of Improving Agent Experiences?
When agents have access to intuitive tools, streamlined workflows, and comprehensive training, they can handle customer interactions more efficiently and with greater confidence. Reduced frustration from complex systems or insufficient internal support will allow your agents to focus on delivering empathetic and solution-oriented service.
This will lead to faster resolution times, fewer errors, and more seamless customer experiences. Happy and engaged agents are also more likely to go the extra mile, proactively assisting customers and fostering a positive brand image.
Your contact center will also benefit from lower turnover rates which then benefits your customers by always getting in touch with experienced and knowledgeable agents. This is especially important at a time when organizations are having trouble retaining knowledgeable and experienced agents. According to Forbes, “63% of contact center leaders are facing staffing shortages and are having to get more creative and proactive when it comes to finding, hiring and retaining agents;”1.
5 Proven Ways to Improve Agent Experiences
Get Rid of Tedious Tasks
Streamline backend processes and reduce live agent time for repetitive customer inquiries. If you achieve these two things, you are allowing agents to focus on more stimulating and unique inquiries.
To streamline backend processes, one way to do this is using a CRM connector if you’re using a Cloud Contact Center. A leading CRM connector will auto-pop screens using a custom-built workflow that walks the agent through a wrap-up process after an interaction. It leads to an easier more user-friendly process for your agents, and as a plus, you gain more consistent and thorough customer interaction data.
To reduce agents having to handle repetitive and simple inquiries that can lead to agent burnout, introduce AI Chatbots or Conversational AI to your contact center. These AI technologies can handle more types of inquiries than you think. Take a look at some of the inquiries they can handle by industry in the graphic below, it’s impressive, and there is much more! As an added bonus to your agents not having to deal with these repetitive tasks anymore, your customers will be connected to a live agent quicker for inquiries that really do require a live agent since agent availability will go up.
To learn more about AI for customer experiences, visit our page here.
Open the Door for Agent Facing AI Solutions
Above we highlighted customer-facing AI solutions (chatbots, voice bots), but did you know there is an AI solution that assists agents in real-time during an interaction? This has a big impact on agent experiences since you are offering them a modern tool that will make their jobs easier and less stressful. How does it work? Check out this video to get an idea (skip to 2:00 if you want to jump right into seeing it in action).
As you can see, Copilot gives the agent recommended responses in real-time, referencing a knowledge base which houses company processes such as return policies, as well as product or service information.
Note that once again as we pay attention to addressing agent experiences, customer experiences are affected positively. How in this scenario? Your customers will get faster responses from agents and more consistent information.
Reduce Manual Work – Finding Customer Records
When agents need to manually pull customer records during an interaction, it can cause longer hold times and increased agent frustration when they’re not easily locatable. Back to the CRM Connector, some CRM connectors including our connector will auto-pop customer records as soon as interactions start. By implementing this, you have made your agent’s job easier and reduced interaction handle times by giving agents customer details and history almost instantly. Here is a screenshot below showing our CRM connector auto-popping a customer record as soon as an interaction starts.
Giving Context Per Handoff
26% of agents report frequently lacking sufficient context about a customer’s situation, which can impede their ability to deliver personalized and efficient service2. Agents can help customers faster after a transfer from another agent, chat bot or voice bot when they have context on the previous interaction. Automatically providing agents with chat logs or a summary of the previous interaction proves to reduce interaction handle times, improve agent experiences by not having to dig for previous interactions, and eliminate frustration caused by customers having to repeat themselves.
Just how significant is this for customer experiences? 70% of consumers believe that agents’ knowledge and awareness of their previous interactions are integral to a great experience.3
Show Recognition
To further boost agent experiences, show recognition. One way to do this is to use tools within a CCaaS platform which are built to monitor agent performance and reward top performers. For instance, Gamification in Genesys Cloud CX uses points rewarded to agents based on performance in multiple areas. Here is an example of how an agent can monitor their points within the platform.
Gamification can also be used to monitor the performance of teams as a whole and offer rewards if the team meets or exceeds certain objectives you have identified.
Agents who consistently perform well should also have a clear idea of how they can grow within the organization, having opportunities to fill higher-up positions that allow them to have a bigger impact on your contact center’s operations. They should also have a clear roadmap on how the organization will support them to achieve these positions, such as additional courses, objectives and more.
Summary
Improving agent experience is essential for retaining talented agents and delivering exceptional customer service which fosters customer loyalty and increased revenue. By streamlining workflows, implementing AI-driven support, reducing manual tasks, and recognizing top performers, organizations can create a more efficient and motivated workforce. When agents feel supported and empowered, they provide faster, more personalized service. Prioritizing agent experience is not just beneficial for employees—it directly enhances the overall customer journey and drives long-term business success.
References
1 Forbes Media LLC., “Recent Research Suggests That Something Has To Change In The Contact Center Space”, Jul 26, 2023.
2 Salesforce, Inc., “36 Customer Service Statistics To Move Your Business Forward”, May 8, 2024.
3 Digital Minds BPO LLC, “45 Customer Service Statistics and Facts You Should Know in 2025”, Feb 4, 2025