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.