General Customer Experience & Contact Center FAQs
Why should I care about agent satisfaction?
Agent satisfaction directly impacts customer experience and business performance. Happy agents are more engaged, provide better service, and are less likely to leave, reducing turnover costs and improving service quality.
How does agent satisfaction affect CX?
- Better interactions: Satisfied agents are more empathetic and attentive
- Higher productivity: Motivated agents resolve issues faster and more effectively
- Lower turnover: Retention reduces costs of hiring and training new staff
- Stronger brand reputation: Consistently positive customer interactions build trust