The Human Side: Agent Experience
12 May 2026
51 min video
What you will learn?
What does a great agent experience look like?
The biggest challenges facing the agent experience
How CX leaders keep their teams motivated and excited for new challenges
Whether AI is helping or hindering teams performance
The quality of your customer experience rises and falls depending on those who are at the forefront, dealing with customers. Overworked and under pressure agents can alienate customers, while ones operating at the top of their game can ensure lifetime loyalty.
So how do you ensure that your team is having the best experience possible, and be a vital cog in your retention engine.
To mark Mental Health Awareness Week, we wanted to check in with some CX experts and see how they approach their agent experience.
