85% vs 34%

6th March 2019

Back in the real world… I came across some Kura Inisoft research the other day which serves of a reminder that despite all the great work many people have done to improve contact centre employee engagement, there can still be a massive gap between the perceptions of managers and their front-line teams:
85% of contact centre ‘leaders’ believed agent morale to be good or very good, while 34% of agents deemed it poor and 52% stated it was simply okay