What is your contact center's top agent issue?
Empowering contact center excellence for 30 years!

What is your contact center's top agent issue?

Last week, ICMI posted a Quick Poll asking for the top agent issues in the contact centers. As of today, the top issue is Absenteeism at 28% with Making Time for Agent Coaching a close second at 23%. Engagement/Keeping Them Engaged and Agent Burnout/Stress Management are tied at 20%, while Career/Skill Pathing ranks at 8% and Other at just 2%. Do these results ring true in your contact center? What are the other agent-related topics and issues that you are dealing with?

Topics: People Management, Site Operations, Workforce Management


More from The Editors


Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?



What is your contact center's number one priority for 2017?

Improving the customer experience
Improving employee engagement
Implementing new channel(s)
Implementing new technology
Streamlining/improving processes
More Polls