top 6 CSR complaints

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Improving the Agent Experience

Omnichannel

Customer service agents are indisputably key to the success of a company. They are the voice of the brand and being on the front line, they have a huge impact on every stage of the customer journey. By the end of 2020, customer experience is expected to overtake price and product as the key brand differentiator.

Despite the recent movements by many organizations to better appreciate their value and improve their work life, the average agent turnover stands at 30-45%, compared to an employee average of 12-15%.

The reasons for this are of course varied and specific to each business. But whatever your agent turnover is, this guide will help you understand the top six reasons why your agents may not be feeling 100% content in their role – and more importantly, how you can solve these issues with an omnichannel customer engagement platform. Because after all, a better agent experience will lead to a better customer experience.

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