CCNG Customer Service Metrics Morale 
CCNG
MARCH 8, 2023
As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how?
CCNG
JANUARY 4, 2023
However, we know that many customer needs (and customer types) still require the personal attention of live agents. We also know that customer satisfaction and agent satisfaction show signs of leveling off. One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.”
CCNG
JANUARY 18, 2023
The result can be higher turnover and lower morale. For example, metrics such as Utilization or Adherence can reduce decision ROI more than 50% because an agent can be logged in or in the right place 90% of the time, but that does not mean they are working. .
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