Despite the tide of digitalisation and bot-led channels, this year, agents have proven themselves to be the backbone of customer-centric care. However, the research suggests that agent-led experiences are at once more necessary and more negatively loaded.
To meet rising expectations with the right strategies, explore the findings of this year’s Voice of the Contact Centre Consumer:
- The state of service today and how it’s changed.
- How financial pressures and age influence perception.
- The proportion of customers who become upset during interactions.
- How consumers view agent support.
- Which self-service intents are shifting back into agent territory.
