Voice of the Contact Centre Agent

‘Voice of the Contact Centre Agent’ completed in June 2008 is the industry’s first major research project to focus on understanding the needs, challenges and desires of today’s contact centre agents.

Sabio has collaborated with YouGov and Avaya to assemble the UK’s first ever survey panel of contact centre agents with the aim to conduct research in the contact centre sector and represent the views of agents in the delivery of customer service.

It is anticipated that the project will evolve into an annual research programme, building on the data from the initial project to provide deep insight into the changing views and concerns of UK contact centre agents.

Press releases

‘Voice of the Contact Centre Agent’ research shows agents are keen to improve customer service, but not always given the right tools to do the job. Read more

Sabio and Avaya launch ‘Voice of the Contact Centre Agent’ - industry’s first major UK research project to focus on the specific needs of the contact centre agent. Read more