What’s Behind the Agents’ Knock Knock? Decoding Contact Center Ratings

The Contact Center Excellence Blog Series presents the Contact Center Agent Experience Benchmark Report 2023, which provides insights into the minds of contact center agents and their impact on performance. The report, conducted in partnership with Farrell Insight, surveyed 500 American customer service agents from diverse backgrounds and regions. It reveals that agents prioritize respect and tools that make their jobs easier for job satisfaction. However, there are gaps between agent expectations and call center performance in areas such as reducing customer frustration and implementing advanced technology like Intelligent Virtual Assistants (IVAs). These gaps not only affect agents but also impact customers who endure repetitive information and frustration. The report also highlights the success of IVAs, with agents praising their effectiveness in various roles and industries. Agents also value tools that predict customer needs and provide tailored cues for seamless interactions. Customers, on the other hand, are frustrated when they have to repeat their issues. The report emphasizes the need for technology solutions that alleviate these frustrations and provide a comprehensive view of customer history. By addressing these challenges, contact centers can deliver exceptional customer service. The report concludes that a transformation is on the horizon, with Conversation AI powered IVAs leading the way. According to Gartner, Conversational AI is expected to significantly reduce contact center agent labor costs.



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