Gartner Research

How to Design Customer Service Representative Experiences Using Persona-Driven Employee Journeys

Published: 08 September 2016

ID: G00315569

Analyst(s): Jim Davies


As contact center employees' expectations increase, failing to consider their needs and aspirations will affect retention and customer experiences. Contact center operational leaders should use this framework to guide and prioritize customer service representative experience design efforts.

Table Of Contents
  • Key Challenges



  • Create Personas to Illuminate and Inform the Customer Service Representative Experience
  • Map Personas to Key Moments on the Existing Customer Service Representative Journey
  • Define New Journeys That Engage and Delight
  • Identify Data, People, Processes and Technology to Enable and Optimize Experiences
  • Define Life Cycle Pathways and "In-Role" Value Propositions
  • Measure Continuously to Optimize Initial Experience Design Assumptions Over Time

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