7 Steps to a Better Service Rep and Customer Experience

Why customer service leaders must improve the rep experience to see improvements in customer experience.

The customer experience (CX) is a top priority for customer service and support leaders. The usability and effectiveness of every channel is under scrutiny. Yet service leaders often overlook a critical driver of CX — the experience of the reps who are solving customer problems.

The same attention given and methods used to ensure good customer UX should be applied to reps

Service leaders who prioritize both customers’ and reps’ experience equally stand to gain significant benefits. When they do, reps are 19% more productive and customer satisfaction increases by 11%, according to Gartner research. 

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Reps are also less stressed, less likely to leave (25% decrease in intent) and better able to focus on helping the customer. And, customer effort decreases by 9%.

“We’ve learned that when service leaders make it easier for reps to solve a problem, the customer, the rep and the company all benefit,” says Devin Poole, Senior Director, Advisory, Gartner. “Clearly, the same attention given and methods used to ensure good customer UX should be applied to reps.”

7 steps to create a rep-centric design

To improve the service rep experience, service leaders must create a rep-centric design focused on improving usability and developing systems that mirror rep workflows with consistency and flexibility. Use this seven-step process to ensure your design is successful:


Gartner suggests the following seven steps to create a rep-centric to improve both the customer and rep experience.

Gartner for Customer Service and Support Leader clients can read more in Ten Design Principles for Rep-Facing Systems.

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