Report
Customer Service Agent Relevance Report 2023
Service organizations that have the best agent experience do just one thing differently from everybody else. And that creates an environment where agents are engaged, efficient, and happy to stick around.
Discover the key to creating a better agent experience in the 2023 Customer Service Agent Relevance Report.
- Limited information increases service agents’ burden. 80% agree that having quick access to knowledge has an impact on key contact center metrics — like case resolution time.
- Support enablement is a priority. 87% of service agents who work in a collaborative support environment, receive ongoing training. However, they noted that training to support growth could be better.
- Agents within collaborative environments report that information was easier to find in their organization. As a result, they feel more encouraged to solve customer issues.
- Is it really possible to reduce burnout for the customer service rep, without the budget for additional headcount?
- How can I empower my customer service team to provide a better customer experience?
- Does tracking traditional service metrics hurt my customer service culture – and what should I do instead?
- How can I maximize the customer service agents' productivity, when resources are limited?
- What are top customer service organizations doing to drive growth for their companies?
Find all the answers in our report — and empower your service agents to deliver great customer service!
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