Customer Experience News & Trends

Who’s the boss? Many agents don’t know

Many contact center agents don’t know who the boss is – and it’s hurting morale and productivity. Here’s what researchers found is wrong.

There’s a major disconnect between the front line and the top line, a Harris Interactive survey just found.

  • Only 35% of workers can name all of the company’s executives
  • 21% can identify some, and
  • 44% can’t name any.

That’s right, almost half of front line employees have no idea who’s running the company they support!

With no real connection to the people who steer the company, policies, products and services, contact center agents often become disengaged – leading to morale and productivity issues, researchers noted.

Here’s where the contact center might want to take the lead in building a relationship with more people than just customers: Invite members of C-level suites to join in a department meeting and talk about where the company is headed.

Even better, ask them to sit with agents and listen to calls from time to time so they get a better feel for employee and customer  needs. Many contact centers use National Customer Service Week (Oct. 1-5) as a time to get execs more involved.

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