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Thursday, January 09, 12:00pm

2024 Voice of the Contact Center Agent Summary Findings Webinar

Overview

For decades, the contact center has been the cornerstone of customer support. However, as customer demand for a more seamless, personalized and omnichannel experience increases, so does the pressure on agents. Best-in-class organizations have realized that, as customer expectations evolve, so must the channels used to meet those expectations. With this in mind, Service Council has launched the first annual Voice of the Contact Center Agent survey, aimed at providing insight into this critical role and helping organizations understand how they, too, can set their own agents up for success.

Watch this webinar on demand to dive into the preliminary results of the 2024 Voice of the Contact Center Agent survey. The newest research effort from Service Council examines the day-to-day role of the customer support and contact center agent, including call and chat support agents for both customers and field service engineers. Areas we’ll look at include:

  • Thoughts on the role, management and future career plans
  • The challenges and areas of friction faced on the job
  • Views on technology, processes and knowledge tools and their impact on the role
  • How organizations can keep contact center agents engaged and empowered to deliver on customer demands

Featured Speakers

24.09.10 Service Council 100
Gerardo Pelayo, Ph.D.
VP, Research & Advisory
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Topics

Customer ExperienceWorkforce & Talent

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