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Strategies to Improve Agent Engagement – Kevin Hegebarth

contact center agent engagementCompanies are well aware that happy employees equal happy customers and better production. This includes contact centers, but while contact centers have a goal of making sure their agents are happy, they often fall short on execution. The ICMI article “Strategies to Improve Agent Engagement” by Kevin Hegebarth uses the famous “Hierarchy of Needs” by psychologist Abraham Maslow to demonstrate what companies may be doing wrong and how they can improve it. If contact centers want to effectively produce a pro agent-engagement environment, there are four questions they should be able to answer:
  • What do I Get?
  • What do I Give?
  • Do I Belong?
  • How can I Grow?

To read the full article, please click the link below:

Strategies to Improve Agent Engagement – Kevin Hegebarth



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