Article: Examining The Myths And Costs Of Agent Disengagement (Part 3)
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 […]
