Imagine knowing exactly how your employees feel about working at your contact center.
Wouldn’t that be powerful?
This is where the Employer Net Promoter Score (eNPS) comes in.
eNPS is a straightforward scoring system that helps you measure employee satisfaction and loyalty within your organization.
The eNPS is very simple to measure.
By asking your team, “On a scale from 0 to 10, how likely are you to recommend our company as a great place to work?” you can identify Promoters (scores 9-10), Passives (scores 7-8), and Detractors (scores 0-6).
A high eNPS score indicates that your employees are happy, engaged, and motivated—qualities that directly translate into better performance. 
In this ebook, we’ll explore common issues that agents face, how to tackle these challenges to improve eNPS, and how sustaining a high eNPS can lead to long-term success in your contact center.
Let’s dive in!
A. Identifying common agent issues
Before you can improve eNPS, it’s crucial to understand the common issues that agents face in contact centers. These challenges can significantly affect their job satisfaction and their eNPS score.
1. Workload and stress
One of the biggest challenges for agents is managing overwhelming workloads. According to a study, “ 74% of contact center agents are at risk of burnout.”
High call volumes and complex customer inquiries can make the job stressful. When agents feel overburdened, it can lead to burnout and dissatisfaction.
Ultimately, this dissatisfaction can negatively impact your agent performance and eNPS.
Read the complete eBook from here ➡️
