Improving Agent Experience Essential to Customer Satisfaction and Loyalty, New Study Finds

June 3, 20202min

The findings of the latest research study by NICE inContact show the views of contact centre agents on their impact on customer experience, being effective brand ambassadors while inspiring brand loyalty and lifetime value.

Contact centre agents have an important role in ensuring long-term growth as they are sitting on the front lines of the customer experience strategy. The study covered 150 agents across 20 different industries to gain a better understanding of how agents feel about their position, including the right tools, job trainings and motivated workforce.

The top motivating factor for 29 percent of the agents is helping customers, while 30 percent states that hard to use systems prevent them from achieving that goal.

When asked about on-the-job training, 50 percent of the agents and 55 percent of supervisors said that they receive just under two hours of additional monthly training. Of the group that does receive the additional training, contact centre processes are the main focus areas for both teams, 52 percent of supervisors and 59 percent of agents.

Sixteen percent of the agents are likely to be engaged more if their performance metrics aligns with those of the overall business. Twenty-two percent say the second highest motivating factor is their impact on the organisation’s goals.

Paul Jarman, NICE inContact CEO said: “Customer expectations are constantly evolving, from the digital-first tools they use to engage with businesses to the types of exceptional experiences they seek on a daily basis.”

“Best-in-class contact centers need to support their agents in the same way, delivering the seamless experiences that enable speedy resolutions. Our study spotlights the very real need agents have for a solution that eliminates bouncing between interfaces and windows and supports solving high-impact issues for customers.”


Sandra Radlovacki

Sandra Radlovacki

Sandra Radlovacki is Assistant Editor at Customer Experience Magazine.




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