The Ugly Truth: You Suffer From Agent Apathy

Most contact center agents today are under equipped to do their job

The Ugly Truth


ICMI's recent findings indicate that contact center agents have the greatest potential to affect the customer experience. Improvements at the agent level could yield significant gains for the firm in customer satisfaction and employee morale and retention. This report covers:

  • Who are these "agents"?
  • Agents today carry more weight than ever before
  • Morale/satisfaction directly affects the customer experience
  • The top 5 metrics that contact centers measure agents by
The Ugly Truth

To learn more about all of the improving the customer experience by providing the right tools to contact center agents, download this white paper.