Voice of the Contact Centre Agent - Research Report

Published June 2008
£295.00 + VAT

YouGov’s ‘Voice of the Contact Centre Agent’ is the only research that reveals what UK contact centre agents really think about today’s key customer service issues. This important research report – produced in collaboration with Sabio and Avaya – provides an inside track on what’s really working for agents today, and highlights key areas where organisations can unlock significant performance and productivity benefits.

Key topics covered include:

• Surprisingly low levels of call coaching in UK contact centres today
• Why many organisations are still measuring the wrong performance metrics
• Steps that contact centres can take to grow agent productivity
• Agents’ key technology frustrations, and the need to get the basics right
• The ‘green’ challenge facing today’s out-of-town contact centre operators
• Why agents are far more loyal than previously thought
• How public sector contact centres are posing a threat to the private sector
• The need to make greater use of techniques such as blended service and hot-desking
• Why contact centres aren’t making the most of part-time staff and workers outside of the core 25-40 years old age group