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Published: Oct 17, 2013
Do happy agents make happy customers? Does an increase in contact channels decrease efficiency?
This whitepaper takes a look at the relationship between engagement and efficiency. Does adding channels create productivity hurdles? What is the secret to increasing productivity in this age of multichannel? Perhaps the secret lies in listening to the needs of the agent. Research shows that a happy agent can be instrumental to optimizing efficiency in the multichannel contact center.
The key topics covered in this whitepaper:
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Accompanying Complimentary Educast
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These are extraordinary times, and we, the ICMI team, want to offer a helping hand.
Many contact center professionals are on the front lines of this crisis – handling customer contacts with life changing urgency, managing work-from-home staff, figuring out system stability and accessibility issues and keeping teams sane. Meanwhile, you’re overwhelmed and trying to manage the uncertainty of what each day brings both at work and at home. We know it’s not easy.
As the leader in support, service, and guidance to contact centers, we’re here to help.