Stella Connect’s PDF explores the evolving role of service agents in a digital, remote-first CX landscape. As agents become the primary brand touchpoint, their performance directly influences loyalty and reputation. Consumers now demand fast, empathetic support and will quickly switch brands after just a few poor experiences. Businesses must invest in agent engagement, real-time feedback, and tools that empower frontline teams. Data-driven insights, seamless omnichannel support, and personalized problem-solving strengthen emotional connections. Ultimately, building strong service teams boosts retention, drives advocacy, and sustains customer trust in an increasingly competitive market.

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