In Dave Michels’ recent No Jitter article, I agree that being a contact center agent or a customer service representative (CSR) can be a thankless job. However, I don’t think that changing the agent title or doing away with it will have the impact we expect.
As Michels pointed out, the whole organization must comprehend how what they do indirectly impacts the customer experience—and we would like to think their actions would have a positive rather than a negative impact on the customer interaction touchpoint.
