Customer support teams find job more challenging than ever
More than half, 56 percent, of customer contact center employees are dealing with complex customer issues and 60 percent say the company they work for has left them ill equipped to handle problems.
The data, from a Calabrio study, reveals brands are not providing needed support to customer service teams despite the fact that customer service is viewed as a prime focus point.
The study, "The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era," surveyed more than 1,000 contact center employees in the U.S. and the U.K.
"Empowering contact center employees is more critical than ever as 32 percent of respondents believe that customer problems will only become increasingly difficult over the next two years, and 45 percent worry customers will expect even more from companies," stated a release on the study’s findings.
"Creating loyal customers starts with the contact center and its ability to deliver on the promise of a great customer experience," said Tom Goodmanson, president and CEO at Calabrio, in the release. "With the proliferation of communication channels and the rise of self-service, agents are dealing with more complex customer demands. It's clear that today’s contact centers need a greater focus on people, alongside changes in technology. In doing so, employees become empowered to quickly make informed decisions and deliver on the service their customers expect."