Contact center agents are the frontline of your company, and they have the greatest potential to affect the customer experience. In order to best make decisions about the frontline, it's important to understand the DNA of the work they do, how they are compensated, motivated, stressed, and affected by decisions.
ICMI and Five9 recently published a study that indicated that most agents may not be that much different from a historical version of you.
59% of contact center supervisors polled in the study were promoted from the role of agent.
ICMI's research dives into finding out more about today's contact center agents and their biggest struggles.
So... Who are today's agents?
What challenges do today's agents face?
Being a contact center agent is no easy gig. Here are just a few of the key findings from ICMI's survey:
This degree of ineffectiveness is going to cause more problems as the agent's job becomes more complicated.
Learn more about the most common contact center agent pain points and the business benefits that can come with improving the agent experience.
Check out ICMI's latest research. View the Interactive Research Report:
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