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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?
We are all striving to be better. Whether it’s being better people, better leaders, or better organizations, improvement and advancement is at the heart of our daily intentions. For the contact center, this mission of constant improvement is fundamental to every interaction. We need to meet the expectations of our customers in ways that improve their satisfaction and brand loyalty. We need to improve employee engagement as we build their skills, knowledge, and experience in ways that grow their own loyalty and improve retention. We need to improve our organization’s operational efficiencies in ways that drive revenue and improve the bottom line.
No one understands the contact center’s focus on improvement like ICMI does. We champion contact centers and their people, and our mission is to make both better every day. Through training, consulting, content and events, we unite the community and empower contact centers to serve their customers better, engage their employees more, and improve the customer experience.