Enough studies have now been conducted to prove the link between agent engagement and positive customer satisfaction. Even without a study to corroborate this link, when one thinks of Apple stores or Zappos, an immediate association between highly engaged team members and superior customer experiences comes to mind. According to the 2013 Gallup study, “State of the American Workplace”, the top 25% most highly engaged companies have significantly higher productivity, customer ratings, profitability and less turnover and absenteeism than companies in the bottom 25%. Lees meer: What Impact Does Agent Engagement Have on CSAT