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#ICMIchat Recap: Contact Center Agent Engagement

By Erica Marois | Date Published: October 16, 2014 - Last Updated August 22, 2018 | Comments

We all know that happy agents make for happy customers, but what can contact center leaders do to better engage their team?  And is there a difference between satisfied employees and engaged employees?

During our #ICMIchat this week we spent some time exploring the factors that impact contact center agent engagement.  Read the recap below for thoughts on satisfcation vs engagement, measuring engagement, and increase engagement.

Join us again next week as we discuss employee rewards and incentives.  We chat every Tuesday at 1pm ET.  Just use and follow #ICMIchat to join the fun!

Erica Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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