Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

Recently, we measured the impact of happy customer service agents on customer experience at several of our clients' contact centers. The results were no surprise: Happy agents drive happy experiences.

If companies don't want to keep losing customers, they ought to make sure they don't keep losing customer service representatives. That seems pretty much like common sense, but it has some statistical ...