Market research: Give the agents wings
The pivotal role customer service agents play in successful brands and the technology that enables them to fly.
Technology offers countless opportunities to improve processes, but it's engaging interactions with real people that create lifelong brand loyalty.
While "self-service" has become a top priority for many brands, contact centers are here to stay.
But are your agents empowered to handle the challenges of today's increasingly complex business environment?
To find out, we conducted an extensive global market research survey to determine the future agent’s role in a digital setting.
It reveals that despite digitalization and the growing role of automation and unassisted self-service channels, 85% of consumers still rate highly skilled agents as key to an excellent CSP customer experience.
But even as decision-makers recognize this fact, their agents remain overwhelmed by the growing number of services on offer (73%), the need to be multi-knowledgeable (62%) and the increased volume of customer interactions (51%).
Download our report to dive into the findings and discover what they mean for your organization as you look to unleash your agents’ potential.
