ICMI Contact Center Expo and Conference Workshop
The Secrets of Agent Engagement: A Step-by-Step Guide
We all know that a team of fully committed agents can achieve amazing results, while disengaged employees can lower productivity, increase attrition, and damage customer service. Yet year after year, employee engagement statistics remain stagnant. Combining cutting-edge research, real-life success stories, and opportunities for self-assessment, this highly interactive workshop will give you a practical guide for developing a team of highly engaged agents. You'll learn five reasons why engagement initiatives fail, three essential elements of any agent engagement strategy, and five critical points in the agent engagement cycle.