Overworked and Overwhelmed: Overcoming Software Fatigue in the Contact Center
Happy agents lead to happy customers. Frustrated agents lead to frustrated customers. This is common-sense - but the striking reality is that most contact center agents are not happy. They are too busy navigating and switching from one app to another, getting distracted, ignoring key information, and missing key performance metrics. They don’t have the time or the tools to be happy.
Meanwhile, customers are forced to deal with longer handle times, longer queues, and inconsistent responses and results.