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:
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.