eBook: How Feedback Fosters Agent Purpose

As a contact centre leader, you may not realise that your agents’ happiness and sense of purpose directly translates to what customers experience from your business.

When agents feel fulfilled, listened to, and that they matter, it produces a positive attitude and enthusiasm during customer interactions. In turn, customers feel satisfied and well taken care of. so, how you treat your agents is how they will treat your customers.

This eBook provides a detailed look at how collecting and evaluating agent feedback to gauge your contact centre’s workforce engagement provides clarity regarding the agent experience, steps you can take for improvements, and where you ultimately stand as a desirable employer.