Report

Contact Centre Agent Survey

Contact Centre Agent Survey

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.

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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