The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era

Each day, agents in contact centres around the world act as critical brand ambassadors interfacing with hundreds of thousands of customers. As demands from customers become more complex, the pressure to deliver an impeccable customer experience puts enormous pressure on the front lines.

A recent survey of more than 1,000 contact centre agents in the U.K. and U.S. showed:

  • 60% agree their company doesn’t provide the key technology agents need to help their customers
  • 52% believe their company isn’t doing enough to prevent agents from burning out
  • 35% are considering leaving their jobs in the near future

Download the complete study The Health of the Contact Centre: Agent Well-Being in a Customer-Centric Era to learn more about the challenges facing contact centre agents today.

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