We are using cookies to give you the best experience on our site. Learn more Continue Agent Experience (AX) Toggle anchor link menu Every moment matters in a contact centre. That's why great Agent Experience matters, too. Introducing Agent Experience (AX): the better way to build long-lasting customer relationships. Happy agents make happy customers When it comes to service and support, customer experience comes down to Agent Experience. Your complete guide to Agent Experience 1 What is Agent Experience 2 The impact of Agent Experience 3 How to improve your Agent Experience 4 Where next? AX helps you: Overcome these challenges... You’ve introduced a range of channels (including self-service) and now have too many software programs to maintain. You’re seeing more agents leave because they find the job too disempowering and disheartening. You’re having to onboard and train agents remotely and need a reliable, easy way to do it. You need to meet new KPIs set by your business leaders. Your agents have to constantly move between channels to get a 360-degree view of customer interactions. You need simpler hand-offs between self-service channels and agents. And achieve these goals... You know customer lifetime value is linked to the customer service and contact centre experience – and you want to prove it. You want to raise the contact centre’s profile in the business, empowering it to take on a more strategic role. You want to move from reacting to customer enquiries to more proactive work. For your agents A platform that helps them do their jobs better. Scope to move beyond reactive customer support towards more specialist, high-value tasks. Less stress, better mental health, and more reason to stay at your business. For your customers A fast, seamless experience (with a make-your-day-brighter personal touch). Help when they need it, from an agent with the right expertise, via the channel they prefer. A personalised service based on all their past interactions. For your contact centre and business A more active, strategic, revenue-driving role for the contact centre (rather than just reacting to problems). Hitting customer service goals every time – whether that’s NPS, CSAT, FTR, or a combination of everything. 1. Orchestrate Agents need simple access to all the channels and tools they require to do their jobs brilliantly. 2. Empathise The right platform lets agents serve customers empathetically in the moments that matter, responding to enquiries and anticipating their needs. 3. Activate AI and automation frees your agents to focus on higher priority tasks, while data helps them deliver the personalised service your customers love. You can tick all three boxes with our cloud-based Customer Service Platform. (It’s basically AX in a box: batteries not included.) Using our platform, your agents can connect with customers anytime, anywhere, on any device, through any channel – all on one simple, easy-to-use interface. The Puzzel platform offers:. Omnichannel orchestration: Meet your customers on the channels they prefer, whether that’s via voice, email, web chat, social, video or SMS. Connected experiences: Intelligent skills-based routing and ticketing ensures every enquiry is assigned to the right agent – and no contextual information is lost along the way. Quick set up: Our platform integrates with your existing IT environment with minimal disruption. You can learn more about our platform here Migrating to the cloud? We’ve got you covered there, too. Jigsaw is our rock-solid cloud migration blueprint. It speeds up the process of deploying to the cloud while lowering the risk. Want to know more? Let’s have a chat. 4 Where next? Customer Stories Take a look at how AX works in the real world Customer Story Capital City College Group Case Study Capital City College Group adopts Puzzel for multi-brand contact centre. Cloud contact centre solution empowers staff to manage approximately 32,000 contacts during the main student recruitment period. Read more - Capital City College Group Case Study Customer Story Clarion Housing Case Study Web Chat capabilities from Puzzel helps build multi-channel contact centre and support digital transformation for one of England’s largest housing associations. Read more - Clarion Housing Case Study Customer Story Affinity Water Case Study Affinity Water enhances customer experience with cloud-based call centre services from Puzzel. Read more - Affinity Water Case Study Learn more about our award-winning platform Learn more Dig a bit deeper into different aspects of Agent Experience Agent Experience: What it is and why it's key to creating happier customers Want the 101 on Agent Experience? You got it! This article's a whistle-stop tour of all things AX: the challenges creating poor experiences, a deeper dive into the definition, and the pay-off you’ll see from improved AX. Read more Why poor AX is holding back your contact centre CX We're not ones for doom and gloom, but on occasion, you can't avoid it. In this blog, delve into what's going wrong in contact centres today, and find out why distance is one of your biggest challenges. (And no, we don't mean the geographical kind...) Read more Why Agent Experienc key to creating happier customers So, we've talked the talk – now it's time to walk the walk. In this blog, you'll move from theory to action with our three step guide to improving your AX. We know this is where stuff gets tough, so we’re digging into all the details. (And offering a helping hand.) Read more Improve your Agent Experience to transform your contact centre And here it is: the big reveal. That’s right, in this blog you can see exactly what’s possible when you revamp your AX. Because this goes way beyond agent happiness: better AX has a lasting impact on how your contact centre is positioned within the business. Read more Want something else? Let’s chat! Contact us Why Puzzel? Contact Centre Ticketing WFM Packages The Neighbourhood Puzzelers Customers Media & Insights Trust Centre Academy Marketplace Partners Help centre International sites Norway Sweden Denmark Finland WeWork, 1 Poultry London, EC2R 8EJ Telephone +44 (0) 333 300 0066 Registered in England & Wales 4124967 Newsroom Privacy Policy Puzzel twitter Puzzel linkedin Puzzel facebook Puzzel instagram Puzzel trustpilot © Copyright 2021 Puzzel Ltd. Website by Cite DMS Ltd. Request a call back Chat to our team