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#ICMIchat Recap: Contact Center Agent Engagement

By Erica Marois | Published: October 16, 2014 | 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 Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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