Organizational Alignment
Organizational alignment can help create a great agent experience. Are your contact center managers and staff aligned on AX strategy and how to implement it?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
People
A successful AX strategy takes everyone’s needs into consideration. Do you have a methodology in place to ensure you’re meeting the needs of both your customers and staff?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
Process
Implementing AX across all agent workflows is a company-wide effort. Are you clearly communicating roles and expectations across your team?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
Metrics
To prove AX success, you need to be able to measure it. Are you collecting the data you need to understand how your AX strategy is performing?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
Technology
Technology can help optimize the agent experience by creating efficiencies, and integrating data across your enterprise applications for better customer interactions. Are you leveraging technology to take your AX to the next level?
Read each statement and rate your progress toward achieving that goal on a scale from 1 (no progress) to 5 (achieved).
