How different is the view of the contact centre leader from the front-end advisor? You can find out in the new summary infographic from Kura and Inisoft.
Over the past few months, Kura and Inisoft have kept you informed of their research series with ContactBabel and CCA Global.
This research series looked at the challenges facing the industry and what the key drivers for change were. ContactBabel surveyed over 100 industry decision makers, and CCA Global put their questions directly to over 600 front-end advisors.
Key highlights from this research series revealed:
- 34% of advisors believed morale in their contact centre was poor or very poor, and 52% deemed it simply as okay. However, this is not the view of the leaders as 85% believed it to be good or very good.