White Paper

9 Pages
  • 9 Pages

What Really Causes Agent Disengagement and How Can Businesses Keep Agents Engaged for Better ROI?


Does great service cost more?

By debunking the myths of agent disengagement, making an effort to improve agent engagement, and getting C-suite to buy‐in, companies can actually begin the process of keeping step with the mounting expectations of their customers. This white paper discusses, and busts, two main myths regarding agent disengagement, and five actual causes of disengagement.



John Goodman

John Goodman

Customer Care Measurement & Consulting LLC

  • Vice chairman, Customer Care Measurement & Consulting LLC
  • A customer experience researcher, innovator and entrepreneur
  • Previously with TARP US, as co-founder, president and vice chairman
  • Directed the 1970's breakthrough study of consumer complaint behavior and customer service for the White House Office of Consumer Affairs, he is one of the original trailblazers of the customer experience industry
  • His contributions to this research overturned conventional wisdom and were instrumental to repositioning customer care as a potential profit center
  • Authoritative consultant in the field of customer-driven quality, having personally directed some 1,000 customer experience studies for clients worldwide in every conceivable sector
  • John's first book, Strategic Customer Service, presents a proven, practical approach for leveraging the profitability of better customer relationships; his second book, Customer Experience 3.0, shows how ten types of technology including CRM, social media, gamification, online communities, video, speech analytics and chat can make customer experience proactive, preventive and engaging and how to gain CFO support for it
  • M.B.A. degree, Harvard University Business School; B.S. degree in chemical engineering, Carnegie Mellon

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