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Published: Apr 28, 2015
Better understand the real state of today’s contact center agent and what future steps must be taken to ensure that our organization’s most critical asset is setup for success.
When your contact center agents are having a bad day, everybody knows it. Their peers, their leaders, and their customers are all part of the collateral damage. Everybody knows that agent morale and satisfaction directly affects the customer experience. In fact, 100% agreed to that fact on ICMI’s recent survey. Yet, it would appear that few really do anything about it.
ICMI and Five9 partnered on a research project in early 2015 to better understand the real state of today’s contact center agent and what future steps must be taken to ensure that our organization’s most critical asset is setup for success. Our findings present an alarming picture of the real priorities in most of today’s organizations and the misalignment between the things that are said to be important and those which are treated as important.
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