Salesforce

Why Agent Engagement Matters Now More than Ever

Why Agent Engagement Matters Now More than Ever

Examining the Myths and Costs of Agent Disengagement

This white paper, by John Goodman, Vice Chairman of Customer Care Measurement & Consulting LLC, examines:

  • Four key myths held by contact center executives and how they relate to agent, and customer, dissatisfaction.
  • Two costly mistakes that finance and marketing executives make regarding the service budget they control, and the real price of customer attrition.
  • The true cost of agent attrition and lack of agent support. (It’s much more than you think.)

It’s information every organization needs to meet, and exceed the rising expectations of today’s customers.

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