If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller.
3 Ways to Drive Agent Engagement in a Contact Centre
Play Your Way to a Higher Performing Contact Centre
The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically.
