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Contact center agents are often forgotten brand entities, yet their contributions on a daily basis drive the customer experience for companies. If things go wrong with contact center agents, that can have a major impact on customer engagement and brand loyalty.
According to a new report, “Agent Apathy: The Root Cause of Poor Customer Service,” 87% of contact center leaders acknowledged that agents experience a moderate to high level of stress during the workday.
The International Customer Management Institute (ICMI) in....
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