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Study by ICMI and Five9 Reveals the Root Cause of Poor Customer Service - Agent ApathyCOLORADO SPRINGS, Colo., April 30, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI) in partnership with Five9 (NASDAQ: FIVN), a leading provider of cloud contact center software, today released the 2015 report, "Agent Apathy: The Root Cause of Poor Customer Service." The report reveals that contact centers tend to place the agent low on the scale of organizational importance, resulting in detached agents and ultimately, poor customer service. To avoid the consequences of agent apathy, the report provides actionable insights into how to raise the significance of valuable employees. Findings from this report were taken from, "The Modern Agent: Understanding Performance, Productivity, and Positive Results," a survey issued to 404 contact center leaders by ICMI and Five9 in early 2015 to discover the state of today's contact center agent and how to ensure their success. For more information and to download the full report, visit: icmi.com/Resources/Research/2015-Root-Cause-Poor-Customer-Service. "As the importance of the customer experience heightens, so does the role of the contact center. At the core of it all is the agent, individuals who day in and day out are the true frontline and the voice of our organizations," says Justin Robbins, senior analyst for ICMI. "While our discovery that most of them are under-equipped and over-stressed is not a surprising one, it is unacceptable nonetheless. This report exposes the dirty little secrets that are holding a majority of organizations back and provides food for thought on how they can drive success moving forward." Agents Today Carry More Weight than Ever Before: "Agents have a critical role in the success of any call center. They must be provided with the best tools and solutions possible so that they canperform at their best," said Liz Osborn, vice president, product and solution marketing, Five9. "The results of this survey underscore the necessity for successful call centers to correctly prioritize what makes the biggest impact on their business." Tweet This: Survey reveals root cause of poor customer service is agent apathy. Via @CallCenterICMI @Five9 #contactcenter Agents' Needs Are Not Being Met: Agents First: Next Steps for Contact Centers to Improve Agent Satisfaction:
ICMI and Five9's research report helps customer management professionals to determine the answers to these questions and highlights actionable insights to place agents as a top priority for the successful progression of their organizations. Agent Apathy: The Root Cause of Poor Customer Service highlights the effects of agent apathy and how it is hindering the success of today's contact centers. To view the full report please visit: icmi.com/Resources/Research/2015-Root-Cause-Poor-Customer-Service. Media can obtain a copy of the report by contacting the ICMI PR team at [email protected]. To learn more about current industry trends and hear from top professionals in the field, register for the 2015 Contact Center Expo & Conference, taking place May 4-7 at the Walt Disney World Dolphin Resort in Lake Buena Vista, Florida. For more information and to register please visit: icmi.com/Contact-Center-Expo-Conference. About ICMI About Five9 Inc. Logo - http://photos.prnewswire.com/prnh/20150429/212821LOGO Logo - http://photos.prnewswire.com/prnh/20150429/212826LOGO
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/study-by-icmi-and-five9-reveals-the-root-cause-of-poor-customer-service---agent-apathy-300075273.html SOURCE International Customer Management Institute (ICMI) |