What is your contact center's top agent issue?
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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


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Which method do you feel is most effective for recruiting new agents?

Employee referrals
Online recruiting via third-party websit
Online recruiting via own corporate website
Social Media
Employment/temporary agencies
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