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....

Recent Content