Health of the Contact Centre

New Study Reveals Heightened Complexity of Customer Experience Increases Pressure on the Front Line

Every day, contact centre agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions. And as demands from the customer become more complex, so do their jobs.

In fact, a survey of over 1,000 contact centre agents in the U.S. and the U.K. reveals:

• 56 percent of agents report that dealing with complex issues is the most challenging part of the role, closely followed by the sheer volume of calls (38 percent)
• 60 percent of agents agree that their company doesn’t always provide the technology they need to help customers
• 52 percent of contact center staff believe that their company isn’t doing enough to prevent their teams from burning out

Download The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era report to learn the opinions of over 1,000 contact centre employees in the U.K. and the U.S., the confidence they have in succeeding at their jobs, the challenges they face and how they believe technology will dictate the future of the contact centre.