Kura and Inisoft recently teamed up with ContactBabel and CCA Global to understand the challenges in the contact centre from a leader and an advisor’s perspective.
CCA Global surveyed over 600 front-end employees and the results showed:
• 86% of agents believe they have the correct skills to do their job well, and 56% believe their job makes good use of their skills and abilities.
However, the research also revealed that:
• Only, 53% of team leaders feel they receive regular training and development to support them as team leader and 34% of agents don’t feel valued as employees.
Click here to download your complimentary copy of this summary report now, and to register your interest in the full research series.