ASAAP

Keep agents happy, reduce attrition. See how now.

We conducted a study with agents across dozens of industries – and learned a lot about their frustrations as well as their motivations. You may be surprised to learn:

  • How many agents really like their jobs 
  • The impact of customer abuse – on both the agents and your organization 
  • How agents view AI 
  • Why AHT and CST may be less than ideal metrics 
  • The 3 top things they want from their jobs 

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"I just feel like the companies that take the extra time to actually train you how to do your job, the people are typically happier.

- James, CSA with experience in several industries

"They would listen...to ensure you're meeting the metrics...there's definitely a lot of pressure, because at that point you're not treated like a human anymore, you're treated more so, like a machine."

- Len, CSA with 5 years of experience

"If you have to force those metrics, you can’t really fully help a customer because you have to be within those metrics."

- Sarah, CSA with 7 years experience

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