Understandably, most companies currently focus on the customer’s experience when assessing their contact center. It should be noted, however, that agent satisfaction and expectations should be considered as well.
We recently sent out a survey to both customers and agents and found that there is a disconnect between customer expectations and what agents can actually deliver, as well as a disconnect between customer satisfaction at the end of a call vs. agent satisfaction at the end of a call.
So, what happens when customer and agent expectations aren’t aligned? Fabrice Martin, Vice President, Product Management, Clarabridge discusses these findings more in detail here.