Most front-line employees are fairly happy. But is “fairly happy” enough to keep customers happy?
Employees with high morale are more likely to deliver great customer experiences than those with “good” or “fair” morale. And more than 70% of front-line customer service pros are in the fair-to-good range on morale, according to a recent survey from ContactBabel and Kura. Just 16% say their moral is very good, and 7% call it “poor.”