ICMI TREND REPORT

Improving Employee Engagement in the Contact Center

Improving Employee Engagement in the Contact Center

According to recent International Customer Management Institute (ICMI) research, 89% of companies ranked employee engagement as an important priority and yet only a quarter of them consider their agents to be extremely engaged. ICMI research also found that system and tool inefficiencies are the #1 contributor to an agent’s workday stress. 

To create employee engagement programs that work, contact center leaders must focus on two things - developing great leaders and leveraging effective technologies. This trend report discusses:

  • The root causes of agent disengagement
  • Ideas and best practices to help you engage your staff
  • Tips for improving employee engagement in an omnichannel world
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