Less than two-thirds of customer service agents say they are satisfied in their role and more than a third are looking to leave their current place of work.
This lack of employee engagement can have a devastating impact on performance, customer satisfaction and, ultimately, commercial success.
This infographic from Aspect examines some of the factors that influence employee engagement.
[Click to enlarge]
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.
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Loved the infographic. I think more call center services companies should put their focus on employee engagement to improve their employee retention programs.