Towards the end of last year, Kura and Inisoft teamed up with CCA Global to understand the motivations, challenges and perceived future of the contact centre industry from the advisors perspective.
The CCA surveyed over 580 front-end advisors to get an accurate view of the contact centre across all sectors. We’re pleased to say a copy of this report is now available to download!
Key highlights from this report include:
- Advisors have a desire to do a good job – 63% stated the best thing about their role was helping customers.
- Worryingly, 34% of advisors didn’t feel valued as an employee.
- 41% of Senior Management or members of the Board spent little or no time on the contact centre floor.
Download your copy by clicking here.
If you’d like to keep up-to-date with this research series, you can register your interest here.
Or if you’d like to learn more about Kura and Inisoft, and how we can help your organisation, please get in touch at firstname.lastname@example.org.