Agent Apathy: The Root Cause of Poor Customer Service
Empowering contact center excellence for 30 years!

Agent Apathy: The Root Cause of Poor Customer Service

Agent Apathy: The Root Cause of Poor Customer Service

Author: ICMI Research

Publisher: ICMI

Number of Pages: 16

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Based on 2015 ICMI research, this report provides contact center professionals with the data and case studies they need to optimize agent performance and productivity, resulting in increased customer satisfaction and agent retention.

ICMI research conducted in late 2014 revealed 74% of contact center leaders acknowledge the fact that they prevent agents from providing the best experience possible. In this same study, the contact center agent was identified as owning the most important moment of the customer journey.

In early 2015, the International Customer Management Institute (ICMI) and Five9 launched the “The Modern Agent: Understanding Performance, Productivity, and Positive Results” survey to discover the real state of today’s contact center agent and what future steps must be taken to ensure that our organization’s most critical asset is setup for success. 

This research report and best practices guide provides contact center professionals with the data and case studies they need to optimize agent performance and productivity. Improvements at the agent level could yield significant gains for the greater organization in both customer satisfaction and employee morale and retention. As a result of improving the agent experience, the potential for a positive impact to both the direct and indirect costs associated with those key executive focus points is undeniable.

Download this valuable report and best practices guide and begin empowing your front-line agents to provide the best customer experience possible.



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Topics: Customer Experience, All About Agents, People Management, Culture & Morale

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