There’s a $3 return for every $1 you spend on your customer experience. The experience you deliver to your customers directly impacts your bottom line. But, to see that $3 return, more of your dollars and your time needs to go to your agents.
Contact centers are swept up in a storm of seemingly conflicting priorities. Companies want to earn higher profits and they want to be customer-centric. But the reality is, your company’s customer service experience is in the hands of your agents 100 percent of the time. And, 92 percent of customers say your agents’ perceived happiness impacts that experience.