Access the full podcast series here
Key Takeaways
The contact centre industry is experiencing a shift in perception, with agents increasingly proud of their profession.
There is a strong emphasis on the value of frontline experience, which is critical for effective management and product development.
The research indicates that 70% of agents would recommend a career in contact centres to friends.
Many agents express a desire for flexibility in their work schedules, with 46% indicating they have little to no control over their work hours.
Technology, specifically AI and automation, must be carefully integrated into contact centre operations to enhance agent efficiency and satisfaction.
There is a significant opportunity for improved coaching and training, with many agents currently not receiving enough frequent feedback.
Career progression remains a concern, as 62% of agents do not have a clear plan for their long-term career paths within the industry.
The importance of a supportiv...
Access this content for FREE by signing up for ROAR Membership.
Join with a Basic (free) or Plus membership (for extra features).
Create an account by clicking here or if you have an account sign in below.