support agent experience map template
TRANSCRIPT
Customer Support Agent Experience
Map
How To Use This Template
Use this map to show a visual representation of the support agent experience. Once the experience has been mapped, identify opportunities for improving the experience. Tie the stages in this map to future agent surveys and interviews to test improvements to the experience.
Experience maps should be created based on interviews and observations with real agents.
Clearworks created this map and used a version of this with Robyn Weeda in her role as Director of Worldwide Support and Customer Experience at Symantec. Contact the Clearworks team for more information on how to best use this map.
NOTE: This template was created using a variety of employee experience and customer experience templates. It was tailored specifically for call center support agent experience.
3
Awareness/Consideration
Hiring/Selection
Training/On-boarding
Experience/In-Production
CareerDevelopment
Performance Management
Loyalty/Engagement
Agent Experience
Emotion Graph
Agent Quotes
Opportunities
1 2
3 4
5 6
7 8
9 1
0 Delighted
Dissatisfied
AG
ENT
EXP
ERIE
NC
E M
AP
Include agent quotes that support the emotion at each stage in the experience in this row
Identify opportunities for improving the experience at each stage in this row
Note the emotion at each step in this row – from dissatisfied to delighted
Identify process steps in theagent experience in this row
