Agents in your contact centers who are happy and engaged have the potential to increase customer satisfaction ratings, improve net promoter scores and reduce customer effort scores twice as often as their less satisfied peers, according to Ventana Research.
Yet despite today’s plethora of workforce engagement tools, the how behind creating happy agents remains elusive. In fact, average attrition rates hover around 30-45 percent, costing your company up to double your lost agent’s salary to replace them. What’s more, when your agents are disengaged, they’re slicing about 34 percent of their salary off your bottom line with their poor service.
Join us for this free webinar to discover innovative methods and best practices to improve your agent experience. Mark Smith, CEO and Chief Research Officer of Ventana Research will share the techniques required to optimize agent performance and why it’s so transformative. Murph Krajewski, VP of Marketing for Sharpen Technologies, will then arm you with actionable steps to empower your agents with the right tools and processes that will blow your customers away.