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Written by Scorebuddy



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Contact centres today are complex environments with many different elements constantly requiring prioritizing and balancing. One thing that never slips below the radar however is customer satisfaction.  Customer satisfaction is a direct result of the level of customer service; the purpose of call centres. Any elements therefore that are closely related to customer satisfaction are quite close to the core of the contact centre and should be high on the priority list.

Agent Engagement affects these 6 Customer Satisfaction factors;


  • First Contact Resolution
  • Employee Churn
  • Queue Times
  • Skilled Staff
  • Friendly Staff that Listen
  • Average Handle Time


Click here to read about these in detail.


What has Scorebuddy got to do with agent engagement? The new Scorebuddy module Agent Insight improves agent engagement when it gives agents instant access to feedback. Contact us today for more information about the module or sign up for a free trial.

Tags: Blog


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