Why the Focus on CX Puts Pressure on Call Centre Agents

Every day, contact centre agents act as brand ambassadors during their hundreds, if not thousands, of customer interactions.  As customers embrace self-service options, the majority of routine questions are funneled off, leaving agents to handle increasingly more complex customer inquiries. The growth in self-service hasn’t decreased the call volume; in fact, we found just the opposite.

In our recent Health of the Contact Centre report we surveyed more than 1,000 contact centre agents in the US and UK, and revealed:

• 65 percent of agents report increased call volume.
• 44 percent of agents agree that lack of tools keeps them from tackling more complex issues.
• 52 percent of agents believe that their company isn’t doing enough to prevent their teams from feeling stressed.

When customer experience rules all, are your agents on the front line getting what they need? Read the infographic below to discover three reasons why you need to do more.

How do you improve customer experience? Start with improving the contact centre agent experience.

Rebecca Martin

As Chief Marketing Officer at Calabrio, Rebecca is responsible for lead generation and pipeline marketing, content strategy, customer marketing, and corporate communications. An unflappable veteran of Minnesota’s emerging technology industry with nearly 20 years of experience, Rebecca has been entrusted with millions in venture capital and the formidable task of building lead funnels, and differentiating and positioning entrepreneurial brands. Most recently, Rebecca was Director of Integrated Marketing for Code42—a data protection and security company—where she fueled a content-driven lead-gen strategy, customer engagement/advocacy and communications initiatives. Prior, Rebecca held marketing leadership roles at Trissential, Stellent, and Oracle. Rebecca holds a B.A. degree from the University of Wisconsin.