The Tricky Side Of Omni-Channel
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Is this agent<br />
likely to perform?<br />
- 57% of employees in UK are<br />
disengaged<br />
- 26% are HIGHLY<br />
disengaged<br />
- => together 83%<br />
- Situation in CC and CS<br />
departments often worse<br />
because of nature of job and<br />
customer reactions<br />
Source: UK Gallup study
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