In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 and Strategic Customer Service, identifies the false assumptions many companies operate under regarding employee retention and the impact on service quality, the causes of employee unhappiness, and strategies for how to present the case for agent engagement to the CFO and get buy-in.
Download the articles published by Contact Center Pipeline:
EXAMINING THE MYTHS AND COSTS OF AGENT DISENGAGEMENT, PART 1 (PDF, 210Kb )
The primary damage to the bottom line comes from damage to loyalty and word of mouth from agents who burn out, but do not leave, and from good agents who do not have effective tools and support.”
EXAMINING THE MYTHS AND COSTS OF AGENT DISENGAGEMENT, PART 2 (PDF, 206Kb )
What employees most want is recognition from management and peers and a feeling of progress in their career.
Part 3 is coming soon!
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