New Study from Intradiem and Metrigy Finds Agent Engagement Drives Best Business Outcomes

Call centers have long measured their success using a key group of metrics, which includes average overall handle time and abandonment rates. While the methods for measuring these metrics have increasingly relied on technology (instead of strictly human calculations), they nonetheless remain a good indicator for measuring customer experiences and agent performance.

Agent engagement is one of the most critical metrics, as it often directly affects customer engagement.

Contact center automation solutions provider Intradiem recently announced the results of a comprehensive research study conducted in partnership with Metrigy. The study offers insights into how optimizing contact center operations can enhance both customer satisfaction ("CSAT") and agent engagement, ultimately driving better business outcomes. By examining critical metrics such as agent tenure, idle time and shrinkage, the research reinforces the importance of agent satisfaction in delivering superior customer experiences.

The study found that 97% of contact center leaders believe agent tenure directly affects customer satisfaction, with 46% reporting that longer-tenured agents deliver higher CSAT scores. Additionally, 58% of leaders said that more satisfied agents tend to stay longer, reinforcing the importance of engagement in improving customer experience.

In addition, the research revealed that while all companies acknowledge the value of measuring agent idle time, only 54% currently do so. Notably, 22% of agents are idle for over 60 minutes per eight-hour shift, with 47% of idle time measured in just a few minutes. Using automation technology, contact centers can optimize this idle time for training and coaching, reducing operational inefficiencies and improving agent performance.

“This research validates the critical role that agent engagement plays in boosting customer satisfaction,” said Jennifer Lee, President of Intradiem, in a statement. “Businesses that invest in solutions to create more efficient and rewarding environments for their agents will deliver better customer experiences and better service.”