Employee disengagement is a serious problem - a problem that costs the UK economy up to £15bn every year, according to a recent study.
As business leaders realise the impact disengagement can have on the bottom line, many are doing their best to ensure their staff are enthused, motivated and happy at work in order to differentiate their service and secure a scoop on the competition.
But what about tackling disengagement in the call centre? Considering the typical nature of the work in the industry, making sure agents are engaged is often easier said than done.
The first steps are figuring out exactly what agent disengagement looks like, and identifying agents displaying any classic symptoms of call centre disarray, detachment and despair.