Is your agent experience powering your CX — or sabotaging it? (feat. Ken Hughes and "Ligo" Ligorría) скачать в хорошем качестве

Is your agent experience powering your CX — or sabotaging it? (feat. Ken Hughes and "Ligo" Ligorría)

On this episode, we explore the hidden cost of overlooking agent experience — and how it impacts your customers. Your contact center agents handle hundreds of customer interactions every week, from routine questions to complex issues. When your agents feel empowered, they resolve problems with creativity and empathy, turning satisfied customers into loyal advocates and ultimately helping you win the moments that matter. When they don't feel empowered, they deliver transactional service, avoid taking initiative and may even start looking for the exit — sabotaging your CX in the process. Join ‪@kenhughesIE‬, keynote speaker, consumer behavioralist and author, and Estuardo "Ligo" Ligorría, regional vice president of operations for the Americas at TELUS Digital, as they reveal what the best CX leaders get right, what it means for them to truly “show up” for their frontline teams, and how to navigate the tension between efficiency and the human connection. Visit our website to learn more about TELUS Digital: https://www.telusdigital.com #CustomerExperience #AgentExperience #employeeengagement Episode topics: 0:01 - Is your agent experience powering your CX—or sabotaging it? 1:16 - Why can't agent experience be treated as less important than customer experience? 2:54 - What is employee lifetime value (ELTV) and why does it matter? 4:27 - What happens when connection matters more than efficiency? 5:59 - Why is attrition the laziest cost in business? 8:19 - What does showing up for your team actually look like? 10:49 - How does empowerment create moments that matter? 13:45 - What happens when culture extends beyond the workplace? 18:59 - How do you build an environment where employees want to stay? 21:44 - Can you invest in both people and technology? 23:05 - How is AI changing what agents do? 24:23 - How can AI make agents better at complex interactions? 27:24 - What makes human connection more valuable as AI advances? 29:45 - How do you measure agent experience success? 32:41 - What does radical transparency with clients look like? 34:50 - What question should CX leaders ask about employee experience? 35:52 - What should you focus on as you evaluate your agent experience?