Agent burnout Average Handle Time Quality management Surveys 
Playvox
APRIL 4, 2023
The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high.
Talkdesk
JULY 16, 2019
In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them. The answer is both.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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