Building a Super Agent – Cirrus Contact Centre Agent Survey 2021
Omnichannel is perhaps the single biggest trend in the contact centre industry, with awareness of its importance among customers and partners accelerated by the Covid-19 pandemic. Now more than ever, consumers expect a seamless service across any channel.
Despite this, many operators struggle to meet the demand.
As they look to build an infrastructure that combines the many facets of customer contact, integrate with Unified Communications platforms and leverage new technologies such as chatbots and artificial intelligence, the contact centre agent themselves can often be an afterthought. In order to deliver a true omnichannel experience, the role of the contact centre agent must change, irreversibly.
Cirrus sought to understand how well equipped the modern contact centre agent is to deliver on this grand, omnichannel ambition. To achieve this, leading independent research house, Norstat, was commissioned to poll contact centre agents in mid-sized organisations spanning local Government, finance, insurance, retail, manufacturing, utilities, distribution and travel.
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