Home > White Papers > Featured White Papers

New Study Reveals Increased Pressure on Contact Center Agents


Presented By: Calabrio

 Do Your Agents Have What They Need to Serve Customers?  

Every day, your team of contact center agents field questions, solve issues and act as brand ambassadors for your organization. When a customer is unhappy, a great agent has the ability to turn the entire experience around and win loyalty. 

Recently, Calabrio teamed up with research consultancy Morar to survey over 1,000 contact center agents in the U.S. and the U.K. to find out how contact center agents are doing in the age of customer experience. The answer—not great. 

Want to find out why? Download the Health of the Contact Center research report to learn:

•             What agents report is the most challenging part of their job

•             How the trend towards self-service actually makes an agent's job harder

•             Why 35 percent of agents are currently considering leaving their jobs 

Dig into The Health of the Contact Center: Agent Well-Beingin a Customer-Centric Era to learn how you can better empower your agents toprovide the outstanding service that your customers expect.