Understanding the Increased Role of Service Agents in the Modern Customer Experience

In the last year, agents have become an even more pivotal touchpoint in the customer experience. They are the main customer experience, in many ways. And though customer service has always been an integral piece of overall business success, it’s never been as important as it is today.

Creating great customer experiences requires not only understanding how your customers’ expectations are changing and how to meet them, but also investing in creating a robust customer service strategy and team.

In this whitepaper, we’ll be diving deep into the modern customer experience, and the role that customer service agents play in ensuring a positive, seamless, and on-brand experience.

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Get real-time customer feedback on agent performance.

Customer Feedback on Agent Performance

Capture customer feedback on agent performance at scale and measure against the KPIs - like CSAT, NPS, and CES - that matter to you.

Supercharge Coaching and QA

By linking QA reviews with customer feedback, you can quickly highlight how your internal quality measures stack up against customer-rated performance. Keep a bird’s eye view of review metrics to help evolve and enhance what quality really means to your brand.
Supercharge your agent coaching and QA processes.
Integrate Stella Connect with whatever CRM your team works out of.

Turnkey Integrations

Stella Connect integrates with all major CRM and ticketing vendors, creating a holistic ecosystem for greater frontline efficiency, quality, and action - all with no interruption to your agents' workflows.
Humanize your Customer Service

Humanize your Service

Grow the human relationship between your customers and your brand with Stella Connect. Using personalized bios and agent icons in feedback requests drives response rates of 10x industry averages.

Understanding Modern Customers to Create Great Customer Experiences

Download Understanding the Increased Role of Service Agents in the Modern Customer Experience for insight into why agents are your most valuable CX asset.