The Agents Voice is Loud – Leaders are you Listening?

The Agents Voice is Loud – Leaders are you Listening?

Kura and Inisoft recently teamed up with ContactBabel and CCA Global to understand the challenges in the contact centre from a leader and a contact centre 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.
• 34% of agents don’t feel valued as an employee.
• And from a senior executive’s point of view, 64% agree that more could be done to understand employee feedback.

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