Sabio to announce findings from its major UK ‘Voice of the Contact Centre Agent’ research at the Tate Modern, London on Thursday 12 June

Sabio collaborates with YouGov and Avaya to announce the initial results of the industry’s first major UK research project to focus on the specific needs of the contact centre agent

For free event registration, please visit: http://www.sabio.co.uk/Voice-of-the-Contact-Centre-Agent-Your-chance-to-hear-the-views-registration.html.

LONDON – 2 June 2008 – Sabio, the contact centre consultancy services company, is holding a launch event at the Tate Modern on 12 June to announce the results of its innovative UK research project that focuses on the concerns of UK contact centre agents, and considers their impact on customer service delivery. YouGov has carried out the research in partnership with Sabio and Avaya, collecting the views of almost 1,000 independently recruited UK agents and, for the first time, identifying how the customer experience can be improved from the agent perspective. Delegates attending the Tate Modern launch will receive a free copy of the full YouGov research report worth £295.

Attendees at the 12 June launch event will include senior managers and directors responsible for managing contact centre agents, and improving customer service through the contact centre from both an operational and IT perspective. To find out more details about the event and for free registration, please visit: http://www.sabio.co.uk/Voice-of-the-Contact-Centre-Agent-Your-chance-to-hear-the-views.html.

At the briefing, speakers from YouGov, Sabio and Avaya will outline the scope and methodology of the research – the first programme to take advantage of YouGov’s specialist contact centre agent research panel – and will detail findings covering a number of specific areas, including the agent experience, the agents’ technology interface, coaching, experience of work and associated processes all with reference to regional, workplace and demographic variances.

According to Kenneth Hitchen, Consulting Director at Sabio who will be speaking at the event: “We’ll also be providing attendees at the event with a practical interpretation of these results, along with some clear recommendations as to how organisations can start to address their agents’ concerns, along with some indications of how improving customer service from an agent perspective can have significant implications for an organisation’s overall customer experience as well as its bottom line.

“Our aim going forward is to build on our collaboration with YouGov, with this initial project evolving into an annual research programme that will track shifts in UK agents’ perspectives, and monitor how people, process and technology changes are contributing to improved contact centre performance,” he continued.

YouGov’s specialist contact centre agent research panel was formed to help investigate issues relating to agents’ working lives, contact centre performance and customer service concerns. The panel reflects the size, geographical spread and market sector split of the UK contact centre industry, and aims to identify key contact centre agent concerns including the most stressful parts of the job, their biggest technology frustrations, as well as information on how long agents actually stay in their jobs, the types of media they interact with, and how their performance is measured. Only agents who met YouGov’s panel industry sector and demographic profile requirements were selected to complete Sabio’s online survey.

About YouGov
YouGov plc is a professional research and consulting organisation, pioneering the use of the Internet and information technology to collect high quality, in-depth data for market research, organisational research and stakeholder consultation; providing companies with a rounded view of their staff, customers, brands and investors as well as assessing opinion amongst the general public and the media.