The ICMI article “The Ultimate Showdown: Agent Stress vs the Customer Experience” by Baker Johnson discusses the correlation between how stressed out your contact center’s agent is and the overall happiness of the customer. A customer’s experience with a contact center agent is majorly determined by the agent’s happiness, but the pace of the work environment within contact centers mixed with the amount of goals and metrics make the job very stressful. Johnson discusses a formula his company created, which goes Better Agent Experience = Better Customer Experience = Better World. He also describes how contact centers can work to make an overall better work environment.
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