How AI Empowers Agents for Better CX

Exceptional customer experience doesn’t begin with technology, it starts with people. More specifically, it starts with empowered agents.

When contact centre agents are well trained, properly supported, and recognized for their efforts, they’re not just more motivated, they’re more effective.

To find out more, we asked Jonathan “Kenu” Escobedo, Customer Success Manager at Miarec, to explain the impact of empowering agents with AI.

Video: Empower Agents: Uncover the Reasons Behind Performance Scores

Watch the video below to hear Jonathan explain how to empower agents by uncovering the reasons behind performance scores:

With thanks toJonathan “Kenu” Escobedo, Customer Success Manager at Miarec, for contributing to this video.

This video was originally published in our article ‘New Ways to Empower Agents in 2025’

How to Use AI to Empower Agents for Better CX

When you invest in your people, they invest back in your customers, as Jonathan explains:

Today, when customer expectations are rising and AI is rapidly transforming service operations, the way we empower agents must evolve too, and here is how:

Use AI-Driven Insights for Smarter Agent Support

One of the most transformative shifts in recent years is the rise of AI-powered tools that go far beyond automation, they deliver personalized, data-driven support for every agent.

• AI can now analyse 100% of customer interactions across channels, evaluating key CX metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score), and NES (Net Effort Score).
• More importantly, it doesn’t stop at scores, it also identifies the “why” behind the metrics, surfacing actionable insights to improve agent performance.
• This means managers can review agent performance objectively, using real data to coach and celebrate successes or identify areas for development.

Whether it’s spotting trends in language use, tone, or conversation structure, AI provides detailed guidance that helps agents grow without needing constant manual review.

Understand That Recognition Matters

AI doesn’t just help with coaching, it plays a powerful role in recognition.

• When AI identifies high-performing agents, those consistently driving great customer outcomes, it enables timely and objective recognition of excellence.
• This matters more than you might think: a recent Deloitte study revealed that 85% of employees are more likely to stay with a company that has a strong recognition programme in place.
• Recognition fuels motivation. And motivation, in turn, leads to better experiences for customers and higher retention for businesses.

Offer Flexible Work and Smarter Enablement

The modern workplace has changed, and so has the way we support agent success.

• Remote and hybrid working models are now the norm in many contact centres.
• Empowering agents today means giving them access to centralized intuitive tools they can use from anywhere, real-time dashboards, on-demand training, and smart routing systems that simplify their workflows.
• Combining AI coaching with flexible scheduling and work-from-anywhere enablement ensures that agents feel both trusted and equipped to deliver at their best.

If you are looking for more great insights from the experts, check out these next:

• 3 Broken CX Processes and How to Fix Them
• How to Spot and Solve Common Customer Issues
• 7 Quick Wins to Boost CSAT Scores
• How to Bring Scheduling Into the Digital Age

Author: Robyn Coppell
Reviewed by: Xander Freeman