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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?
ICMI is the authority on contact center performance excellence. We offer comprehensive resources for customer management professionals - from frontline agents to executives - who wish to improve customer experiences and increase efficiencies at every level of the contact center.