It is generally said that “happy agents=happy customers”. But it is found that organizations generally make little effort to drive happiness and also less effort is taken to allow the agents who are happy to properly transfer that satisfaction to the customers. So, ultimately the result is that the interaction between agents and customers are inefficient and ineffective and instead customers impose their own frustration on the agents. Organizations must make an effort to attract more customers and this must begin with an investigation of the 5 Ws. To know more about 5Ws, follow article link of Brian Cantor (Contributor) at: http://www.callcenter-iq.com/agent-engagement/articles/5-ws-of-contact-center-agent-engagement/