Introduction
Customer experience is often measured through metrics and technology, but one crucial factor is frequently overlooked: employee experience. In contact centres, agent engagement directly influences customer satisfaction.
The EX–CX Connection
Engaged employees are more motivated, empathetic, and effective. When agents feel supported, trained, and valued, they deliver better interactions and resolve issues more efficiently.
The Cost of Poor Employee Experience
High attrition, inconsistent service, and declining CSAT scores are common symptoms of neglected EX. Constant recruitment and training cycles also increase operational costs.
Building a Strong Employee Experience
Training and Development
Ongoing training equips agents with confidence and product knowledge, improving first contact resolution.
Supportive Leadership and Culture
Clear communication, recognition, and career pathways contribute to lower attrition and higher engagement.
Technology That Enables, Not Restricts
User-friendly systems reduce friction and allow agents to focus on customer needs.
