Why the Focus on CX Puts Pressure on Call Center Agents

Every day, contact center 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 Center report we surveyed more than 1,000 contact center 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 center agent experience.

Scott Henderson