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Health of the Contact Center

A New Report on Agent Well-Being in a Customer-Centric Era

New Study Reveals Heightened Complexity of Customer Experience Increases Pressure on the Front Line. Everyday, contact center agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions. And as demands from the customer become increasingly complex, so do their jobs.

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In fact, a survey of over 1,000 contact center 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

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