News : Complex Customer Problems and Lack of Support a Challenge for Contact Center Employees
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.
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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."
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Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that’s easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics and performance-based dashboards and reporting. Calabrio ONE is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern Web 2.0-based architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers, and executives.
Published: Friday, November 17, 2017
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