Debunking Myths Regarding Happy Agents and Happy Customers

Brian Cantor

No longer a philosophy uniquely held by the customer management elite, the notion that "happy agents yield happy customers" has become a universally recognized mantra. It has become a cornerstone of strategy within contact centers – and within businesses at large. With the rise of its acceptance, however, has come a rise in misunderstanding. Businesses are certainly not wrong to believe that improving agent engagement can translate into improved customer engagement, but they often...
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