Debunking Myths Regarding Happy Agents and Happy Customers



Brian Cantor
05/08/2014

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...
To continue reading this story get free access

RECOMMENDED