This guide can help agents feel less like cogs in soul-sucking, dead-end jobs

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

What’s a fast way to build your digital-first agent workforce? Get expert advice along with some funny memes that highlight agent experiences. The Ultimate CX Agent Guide shows you how to find and develop agents who can build customer connections in any channel. Agents handle complex interactions in over 30 voice and digital channels—the call centre impact on digital CX affects revenue. Develop a training program that raises job satisfaction and empowers agents to deliver great CX in omnichannel environments.

This CX guide reveals how to

  • Hire and train for the expanded agent role
  • Create the ideal agent profile to support hiring and training decisions
  • Include interpersonal, system, and technical training in your call centre agent training program
  • Increase agent engagement through gamification and training techniques
  • Support agents from onboarding through everboarding to drive great CX


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