The Ultimate CX Agent Guide


Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment? Your customers using digital technology in daily life expect call center agents to be as digital fluent as they are—and they want fast resolution through any channel. Agent roles expanded after digital transformation. They don’t just handle break-fix support calls anymore.

If you’re looking for creative ways to train call center employees, hire agents with high value interpersonal skills, onboard new in-office or remote agents faster, or what metrics you should use for performance measuring, then this is the guide to read.

We asked CX coaching experts about building user-friendly call center onboarding and training programs to prepare new and existing agents to handle sales, support, customer service, and more no matter what channel customers use. Do your agents need de-escalation training? Real-time coaching? Remote learning? This call center training guide covers that and more.