Annual Agent Index Study – Key Findings & Insights
A great employee experience is no longer a nice-to-have but a strategy to drive real customer experience results. Much of the focus in the contact center space has been on emerging customer experience technology like digital transformation, chatbots and AI. These are critical capabilities that warrant time and focus for contact center leaders. However, at the center of every technology and process are agents. Maintaining a great employee experience is intrinsic to creating a brand reputation of exceptional customer experiences. But what is the first step to creating a great employee experience? Our latest annual Agent Index Study provides insights you need to get you started.
In this session, we’ll cover key findings from the report such as:
- The current state of agent engagement
- Insight on how agents view skill development and performance
- Agent sentiment about remote work
- How agents share feedback to their leadership