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New study reveals 'contact centre agent concerns'
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UK contact centre agents "experience frustration" when they cannot help customers, according to latest research. A new study by YouGov on behalf of consultancy firm Sabio shows many of these workers feel they are not always getting the correct tools and information required to fulfil their potential in their jobs, TMCnet.com reports. In particular, the survey reveals low levels of call coaching across the contact centre sector, with as much as ten per cent of staff receiving no weekly coaching. Kenneth Hitchen, consulting director at Sabio, says in a statement customer experience is often discussed in the industry but contact centre staff are rarely listened to, and he urges more attention is paid to them. He continues: "The findings have turned out to be much more important than that [identifying areas to optimise contact centre performance], uncovering some key areas that organisations really need to address if they're to have any chance of delivering long-term customer satisfaction." It was suggested by recent research by GfK NOP consumer recently that good interaction with a contact centre can lead to people strongly advocating a company's brand. Azzurri is helping organisations make their contact centres work better with a focus on multimedia blended contact centres.  |
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