Agent and Customer Engagement
What is Agent and Customer Engagement?
Contact center interactions include agent and customer engagement, and the quality of the experience that each has during interactions is critical to the organization's success. A single workspace for all channels and contacts with full context increases both agent and customer satisfaction and improves retention and loyalty.
Engagement describes how customers and agents experience each interaction, not just whether a contact was closed. For customers, it covers effort, wait time, whether they had to repeat themselves and whether the issue was actually resolved. For agents, it covers the tools they use, how easily they can find information, and how much of their day goes to switching between systems or handling avoidable repeat contacts.
The two sides are linked. Agents who have the customer’s history, context and the right knowledge in front of them resolve issues faster and with less stress, and customers notice the difference. Contact centers typically track engagement through customer satisfaction and effort scores, first contact resolution, repeat contact rates, agent satisfaction surveys and attrition. Consolidating channels and context into a single workspace is a common way to improve both sides at once.
Related: Customer experience (CX), Single agent desktop, First contact resolution (FCR), Totalix.