What the World’s Top Agents Do Differently — Lessons From High-Performing Contact Centers
A Story to Start In 2025, CP Spike conducted a performance audit for a large insurance contact center. Their workforce included nearly 300 agents, but only 12 of them consistently delivered: the highest CSAT the lowest AHT the best QA scores the fewest escalations the highest retention and upsell success Leadership assumed these “top agents” […]