The Ugly Truth: You Suffer from Agent Apathy
Empowering contact center excellence for 30 years!

The Ugly Truth: You Suffer from Agent Apathy

Published: Apr 28, 2015

Pages: 5

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Better understand 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.

When your contact center agents are having a bad day, everybody knows it. Their peers, their leaders, and their customers are all part of the collateral damage. Everybody knows that agent morale and satisfaction directly affects the customer experience. In fact, 100% agreed to that fact on ICMI’s recent survey. Yet, it would appear that few really do anything about it.

ICMI and Five9 partnered on a research project in early 2015 to better understand 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.  Our findings present an alarming picture of the real priorities in most of today’s organizations and the misalignment between the things that are said to be important and those which are treated as important.

This whitepaper will:

  • Reveal statistics on agent turnover and provide actionable insights for combating its root causes
  • Address the driving factors of employee disengagement and offer solutions for improving morale
  • Identify the most impactful ways of influencing agent performance and productivity

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Topics: All About Agents, Culture & Morale, People Management, Learning & Development

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