THE SERVICE AGENT EXPERIENCE TOM DIVITTORIO JOSH GOLDLUST CHIEF PRODUCT OFFICER DIRECTOR OF PRODUCT MANAGEMENT Customers are not the only stakeholders when it comes to MAPANYTHING SALESFORCE LIVEMESSAGE delivering great customer experience. Service agents who go the extra mile are sought after by many companies. That’s because Give agents an easy way to gain When customers first interact with a agent retention is a major challenge. Our panel lays out a few ways access to knowledge. If I’m on a contact center, the agent must have to improve the customer service agent experience. call with a customer and I don’t as much information as possible so know the answer, it’s easy for me to that they’re empowered to do the collaborate with peers or collaborate best job that’s in the best interest with the customer themselves. of the customer. Provide short Provide agents with better tools bursts of very relevant, very focused to collaborate. That will empower information. agents to get an answer quickly. 11