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

    960 640 Stuart O'Brien

    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.


    Stuart O'Brien

    All stories by: Stuart O'Brien

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