• The Agent’s Voice is Loud – Leaders are you listening?

    960 640 Stuart O'Brien
    Inisoft

    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.

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    Stuart O'Brien

    All stories by: Stuart O'Brien

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