Best practices in line with Gartner research into the relationship between agent satisfaction and customer satisfaction.
Witness Systems, a global provider of performance optimisation software and services, has identified seven key drivers that will help contact centres achieve higher staff retention and thereby greater customer service excellence. Staff job satisfaction is proven to be key to improving customer service. Recent Gartner research has shown that a two per cent increase in agent satisfaction can translate into a one per cent increase in customer satisfaction.
