Agent Engagement

Increase Agent Engagement

The frontline staff of contact centers need to connect with customers in a way that meets goals to improve customer satisfaction, create new business, retain customers, and improve brand value.

For agents to deliver the expected levels of service they first must be engaged within their role. Employee engagement is a key measure of how motivated people are to put in extra effort for their organization and how committed they are to staying there.

So how can organizations improve call center agent motivation, and how does QA contribute to this?

Call Center Quality Assurance

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Further reading

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