Mission Brief

Mission: Agent CX initialized | Take a look at your operation brief

Mission: Agent CX initialized | Take a look at your operation brief
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Not all secret agents wear perfectly tailored suits and gizmos. Some wear hoodies, business casuals, and headphones. Like secret agents, the job of support agents can be demanding and is often not appreciated enough. They blend in with the background, though they deserve the limelight. 

This month, we’re initializing 🕵️ Mission Agent CX, a series of operations to empower and throw the spotlight on customer service agents like you and celebrate all the incredible work you do! 

Bring out your thinking hat because we have a bunch of missions for you to take the lead on. Here’s a look at the operation brief

🎯 Mission 1:  Confessions of a brilliant mind

Your first mission, should you accept it, is a test of your product intelligence. Show off your acumen by sharing a unique use case of any feature in Freshdesk. Don’t worry; we’ll start the thread by sharing ours. 

Date: August 29 - September 16 


📝 Mission 2: License to Delight 

Information is power. Every super-agent knows that. We're bringing in high-level CX experts to share the best know-how on increasing agent productivity in just bite-sized 60-second videos. Time to take notes!

Date: August 30, September 5, September 13

 

🎙️ Mission 3:  Quantum of CX

While most talented agents blend in with the general public, like James Bond, a few truly stand out with their wit and charisma. Learn from super agents about what makes them productive and successful as we cast the spotlight on them in this conversational thread. 

Date: September 1 - 2 & September 6 - 7

 

🌟 Mission 4: Agent Royale

Ever wondered what a day in the life of an agent is like? Well, we have. In this mission, tell us what it is like to be you - being on the frontline and going the extra mile to make customers happy. So suit up to take us through a day in your life, and learn valuable tips from fellow agents. 

Date: September 6

 

📣 Mission 5: Live with Super-agents Jeannie Walters and Colin Crowley 

Look no further if you’re looking for ways to get promoted to a super-agent. In this live workshop, uncover the secrets of being a super-agent from CX Experts Jeannie Walters and Colin Crowley. 
Date: September 8

 

♾️ Mission 6: In a parallel universe

Step into a world of apps and integrations that are designed to make your operations more efficient. We’ll share powerful apps for a phenomenal agent experience!

Date: September 15

 

Keep an eye out on the Agent CX section on the community platform (subscribe!), your first mission will commence on August 29th 2022!

Do you copy, super-agents?

 

Note: You must be registered as a community member to be able to subscribe or comment.
(This page will be updated with links as the missions above go live.)


10 replies

Userlevel 5
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I’m excited. Are you ? 

@keefe.andrews @zachary.king  @adityatawade @BrynCYDEF @ggallaway @patricksawyer @Alefre @zachary.king @daniel.soderlund @foxcubmama @Bex @sucoyle @Hugh Adams @Matt Brooks @stacyv @Krystal A @vishalnc @raymondcanilao @lavjoson @mbauman @phodgkinson @mmccoy @stevemc @lcoughey 

 

Userlevel 7
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I’m excited. Are you ? 

@keefe.andrews @zachary.king  @adityatawade @BrynCYDEF @ggallaway @patricksawyer @Alefre @zachary.king @daniel.soderlund @foxcubmama @Bex @sucoyle @Hugh Adams @Matt Brooks @stacyv @Krystal A @vishalnc @raymondcanilao @lavjoson @mbauman @phodgkinson @mmccoy @stevemc @lcoughey 

 

I am pumped! 💪😎

Userlevel 7
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Woohooo CANNOT wait!! 🙌🏻

Quite excited for this!

Userlevel 7
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Quite excited for this!

Us too @vishaal.pinisetti !! Lets goo 😎

Userlevel 7
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Tagging some of our CX members, incase you may have missed checking this out, we’d love for you and teams to check it out :

 @vijay_2am @lucia.m @sivagami @lcoughey @Sahana @mymuk 

@Lensdigital @schulit @AndreaLopezCorona @GOODY @ClaraFsd @Shawna.Fuller @FazZA @joshvernon @TWarman @Stephenatk @AlessandroP @camerado @Ludwig @Jerome.Haynes @AlexH13 

 

 

Fresh desk automated.

Automation is very helpful to handle tickets because as soon as the ticket raised the customer will get immediate solution in the automated response which is set. Also we have set automation rules to auto tag the tickets using keywords to differentiate between different programs, which will help to priorities the tickets accordingly. 

 

Userlevel 7
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Fresh desk automated.

Automation is very helpful to handle tickets because as soon as the ticket raised the customer will get immediate solution in the automated response which is set. Also we have set automation rules to auto tag the tickets using keywords to differentiate between different programs, which will help to priorities the tickets accordingly. 

 

Hi @Preethi - thanks for sharing! Did you mean to post this in the Automate with Freshdesk challenge? Here’s the thread that you can post it on: 

Good luck 🙂!

Userlevel 7
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@Krishozky @H.Coetzee @Sathyanarayan.km 

Thank you for your contributions to Mission Agent CX! We tip our hats off to your Freshdesk expertise, and are eager to continue learning from you in the Freshworks community.

Keep an eye out for a surprise from us in your inbox! 🎉🚀

Userlevel 3
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You are welcome!

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