In this course, customer service expert Stacy Sherman shows you how to foster strong agent experience (AX) so that your agents can deliver value and engender customer loyalty. Learn how to identify challenges that impact agent effectiveness. Explore hiring strategies for contact center agents, as well as building positive relationships with your agents from day one. Find out how to elevate agent performance through intentional training and development and learn how to prepare contact center agents for future leadership. This course equips you with a blueprint to connect agent experience to customer experience, so that you're focused on doing right by your teams and your customers.
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~Get Your Files Here !/01 - Introduction/01 - Cultivating customer loyalty through agent experience (AX).mp4
3.2 MB
~Get Your Files Here !/01 - Introduction/01 - Cultivating customer loyalty through agent experience (AX).srt
1.5 KB
~Get Your Files Here !/02 - 1. Contact Center Agent Experience What It Means and Why It Matters/01 - Linking agent experience to customer experience.mp4
5.4 MB
~Get Your Files Here !/02 - 1. Contact Center Agent Experience What It Means and Why It Matters/01 - Linking agent experience to customer experience.srt
3.2 KB
~Get Your Files Here !/02 - 1. Contact Center Agent Experience What It Means and Why It Matters/02 - Identifying challenges that impact agent effectiveness.mp4
17.4 MB
~Get Your Files Here !/02 - 1. Contact Center Agent Experience What It Means and Why It Matters/02 - Identifying challenges that impact agent effectiveness.srt
9.2 KB
~Get Your Files Here !/03 - 2. Hiring Strategies for Contact Center Agents/01 - Defining key skills for contact center agent success.mp4
9.4 MB
~Get Your Files Here !/03 - 2. Hiring Strategies for Contact Center Agents/01 - Defining key skills for contact center agent success.srt
5.7 KB
~Get Your Files Here !/03 - 2. Hiring Strategies for Contact Center Agents/02 - Evaluating agent culture fit and adaptability.mp4
12.3 MB
~Get Your Files Here !/03 - 2. Hiring Strategies for Contact Center Agents/02 - Evaluating agent culture fit and adaptability.srt
6.8 KB
~Get Your Files Here !/03 - 2. Hiring Strategies for Contact Center Agents/03 - Building positive agent relationships from day one.mp4
8.1 MB
~Get Your Files Here !/03 - 2. Hiring Strategies for Contact Center Agents/03 - Building positive agent relationships from day one.srt
4.4 KB
~Get Your Files Here !/04 - 3. Strengthen Contact Center Agent Loyalty/01 - Elevating agent performance Training and development.mp4
13.5 MB
~Get Your Files Here !/04 - 3. Strengthen Contact Center Agent Loyalty/01 - Elevating agent performance Training and development.srt
7.3 KB
~Get Your Files Here !/04 - 3. Strengthen Contact Center Agent Loyalty/02 - Fostering community for your agents Education and support.mp4
8.5 MB
~Get Your Files Here !/04 - 3. Strengthen Contact Center Agent Loyalty/02 - Fostering community for your agents Education and support.srt
4.7 KB
~Get Your Files Here !/04 - 3. Strengthen Contact Center Agent Loyalty/03 - Incorporating agent feedback to enhance value.mp4
6.4 MB
~Get Your Files Here !/04 - 3. Strengthen Contact Center Agent Loyalty/03 - Incorporating agent feedback to enhance value.srt
3.8 KB
~Get Your Files Here !/05 - 4. Prepare Contact Center Agents for Future Leadership/01 - Identifying potential leaders in your agent team.mp4
11.4 MB
~Get Your Files Here !/05 - 4. Prepare Contact Center Agents for Future Leadership/01 - Identifying potential leaders in your agent team.srt
6.4 KB
~Get Your Files Here !/05 - 4. Prepare Contact Center Agents for Future Leadership/02 - Guiding future contact center leaders Mentorship and feedback.mp4
12.1 MB
~Get Your Files Here !/05 - 4. Prepare Contact Center Agents for Future Leadership/02 - Guiding future contact center leaders Mentorship and feedback.srt
6.8 KB
~Get Your Files Here !/05 - 4. Prepare Contact Center Agents for Future Leadership/03 - Developing emotional intelligence and empathetic leadership.mp4
12.6 MB
~Get Your Files Here !/05 - 4. Prepare Contact Center Agents for Future Leadership/03 - Developing emotional intelligence and empathetic leadership.srt
5.6 KB
~Get Your Files Here !/06 - Conclusion/01 - Continuing to strengthen the agent experience.mp4
7.5 MB
~Get Your Files Here !/06 - Conclusion/01 - Continuing to strengthen the agent experience.srt
4.2 KB
~Get Your Files Here !/Bonus Resources.txt
386 B
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