December 14, 2015
It's no surprise that many good companies have successfully invested in the customer experience to drive ROI. But...the best organizations are taking it a step further and focusing on the true foundation of customer service: the contact center agent experience.
Employee experience matters, and companies are taking notice. According to Bluewolf's latest report, one-third of companies cited improving the employee experience as a top objective for 2016. To make improvements, it's crucial to understand the employee experience as more than key performance indicators (KPIs), like employee engagement and turnover rate. It's time to start thinking of service agents as customers themselves.
