Contact Centre Agent Productivity and Satisfaction Directly Tied to Customer Sentiment
CSM Magazine
JUNE 1, 2021
New study points to critical importance of employee experience management to offset pressures facing call centres and agents due to COVID-19 pandemic. 37% of respondents report that the average agent turnover exceeds 25%, every year. Reporting Findings Webinar. Another 49.7% deal with turnover between 5-25%.
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