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.
Part three examines strategies for getting CFO support for boosting agent and employee engagement as a means for return on investments in customer experience.
EXAMINING THE MYTHS AND COSTS OF AGENT DISENGAGEMENT, PART 3 (255Kb), PDF)
“When they analyze the number of customers at risk due to each outcome, executives are often shocked to see that the greatest number of customers at risk are among those who never requested assistance.”
Part 1 and Part 2 of the series of articles can be download below.
EXAMINING THE MYTHS AND COSTS OF AGENT DISENGAGEMENT, PART 1 (PDF, 210Kb )
EXAMINING THE MYTHS AND COSTS OF AGENT DISENGAGEMENT, PART 2 (PDF, 206Kb )
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