While customer experience continues to be the top priority for businesses, a new report announced, "The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era," reveals that 56 percent of contact center employees cite complex customer problems as their top challenge. A full 60 percent admit their company has left them ill-equipped to handle these problems, leaving agents stressed and unengaged.
Commissioned by Calabrio, a provider of customer engagement and analytics software, the study surveyed more than 1,000 contact center employees in the US and UK to uncover the true health of today’s contact centers, including agent confidence in the ability to be successful in their jobs, the challenges they face and how technology will dictate the future of the contact center.
Empowering contact center employees is more critical than ever as 32 percent of respondents believe that customer problems will only become increasingly difficult over the next two years, and 45 percent worry customers will expect even more from companies.
The well-being of contact center employees continues to decline and, if not addressed, it can ultimately affect their ability to deliver the desired customer experience. A quarter (25 percent) of respondents say they feel stressed multiple times a week, and more than half (52 percent) agree that their company isn’t doing enough to prevent teams from feeling burned out.
"Creating loyal customers starts with the contact center and its ability to deliver on the promise of a great customer experience," said Tom Goodmanson, president and CEO at Calabrio. "With the proliferation of communication channels and the rise of self-service, agents are dealing with more complex customer demands. It’s clear that today’s contact centers need a greater focus on people, alongside changes in technology. In doing so, employees become empowered to quickly make informed decisions and deliver on the service their customers expect."
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
Published: Friday, November 17, 2017
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