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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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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