The impact of unhappy customer service teams
Customer service plays an integral role in providing good customer experience and unhappy service teams can have a negative impact on CX.
Currently less than two thirds of customer agents are happy in their roles and more than a third don’t intend to stay in their jobs, according to a national study this March that polled 500 active service reps conducted by Aspect Software in partnership with Conversion Research.
The poll's objective was to investigate, from a variety of different perspectives (age, gender, size of customer support center, levels of engagement) the differing and similar attitudes, preferences and behaviors reps have regarding contact management software, the hot topic of chatbots, workplace priorities and perceptions.
The factors holding back non-engaged customer service representatives include job stagnation, compensation and frustration, stated a release on the study.