While 92% of customers say human agents are more helpful than call bots, contact center leaders face the challenge of balancing efficiency with the need for meaningful customer interactions.) The connection between engaged agents and exceptional customer experiences is clear—but how can organizations optimize this relationship for better outcomes?

A recent comprehensive survey by Metrigy underscores the critical link between agent engagement, tenure, and the quality of customer interactions. This research highlights how measuring and improving the ways agents work not only enhances operational efficiency but also drives higher customer satisfaction.

This webinar, featuring guest speaker Robin Gareiss from Metrigy, alongside Ted Lango from Intradiem, will explore:

• The direct correlation between agent engagement and superior customer service
• How agent satisfaction helps drive better customer experiences
• Budget allocations for training and shrinkage
• Analysis of idle time and its effects on contact center efficiency.
• Consumer preferences regarding products, service, and brand loyalty.
• Strategies to achieve contact center efficiencies while maintaining alignment with customer expectations.

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