Voice of the Agent

In recent years, the contact centre industry has made significant strides in how we support and manage our employees, particularly the agents who play a crucial role on the front lines. With this, we’ve observed a clear trend: the happier agents are, the more motivated and empowered they feel to deliver exceptional service to your customers. And contact centres have made great headway. We’ve improved processes, adopted hybrid working models, and implemented better tools to support, train, and provide agents with more autonomy over their schedules and work-life balance. 

But how well do we really understand the current experiences of frontline agents? Rather than relying on assumptions, Calabrio and Get out of Wrap surveyed 520 contact centre agents from various European organisations to gain deeper insight into their experiences.

Download our contact centre experience survey and listen to the real “Voice of the Agent.”  Dig into the major findings of our report and better understand what agents’ daily work life looks and feels like. Plus, find insights on what organisations can do to improve, so that, together, we can make working in the contact centre something all agents can be proud of.