We are looking for people to join remote feedback sessions about Agent Workspace Experience. We would love to gather feedback from front/middle/back-office agents to understand their ways of working to gain a fundamental understanding on how these agents perform their tasks every day.We are looking for the following agents:

Front office agent

• Interact directly with customers through various channels (e.g., chat, email, phone)
• Provide customer assistance on a variety of case and interaction types
• Log notes about interactions with customers
• Escalate or transfer cases to appropriate departments

Middle/back-office agent

• Collaborate with front office agents to support case resolution
• Review cases for data accuracy and compliance
• Manage the collection of information from customers
• Gather additional documentation required for a case

Managers

• Managers within the customer support department
• Supervise front office, and / or middle/back-office agents or leads
• Approve, reject, comment on cases
• Oversee the case workflow
• Prepares schedules, roasters for agent teams
• Set KPIs, prepare & check agent/team performance and reporting

This study runs between May 17 – June 11, involving 60-min 1:1 interview via Zoom.

Participants who qualify for and complete interview(s) may earn compensation. To see if you qualify, please take this short 3-minute survey.

Thank you!

Anjelica and the ServiceNow Product Lab Team

[email protected]

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