We all want customers to enjoy the best possible customer service experience, while the enterprise incurs the least possible cost. But sometimes the “least possible cost” objective of workforce productivity and technology clouds our awareness of the human side of the equation. This roundtable session will discuss the effect of agent attitudes during service interactions and how these attitudes are increasingly regarded as an important consideration, as better agent attitudes can often be the difference between a mediocre and an exemplary service experience for your customers.

Call to Action:

• Leverage key findings of recent research on the agent experience regarding their preferences, opinions about technology, and contact center culture
• Utilize these findings to understand agent attitudes in their daily work, especially given the COVID-19 impact of moving staff to work-from-home
• Improve the overall agent experience in the new realities of work from anywhere and strategies to help keep your agents happy and engaged, regardless of their work environment