Customer Experience News & Trends

Contact center agents should be the most engaged employees ever: Here’s why

Good news: Contact center agents are more devoted to their jobs than other company employees – and the reason is …

They have the most contact with customers.

A recent survey by consulting firm BlessingWhite found  that people who interact with customers most are also the most engaged in their work.

Sales and marketing folks who meet with customers often are the most engaged. Contact center staffers who talk with customers constantly aren’t far behind.

Spread the customer contact goodwill with others in your organization by:

  • Inviting them to sit with you and listen to customer calls so they can hear the voice of the customer firsthand, and
  • Sending along positive customer comments from email, surveys and casual conversations to all employees.

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