ICMI is part of the Informa Tech Division of Informa PLC
This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
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.
Please sign in to leave a comment. If you don't have an account you can register for free here.
Forgot username or password?