Mind Matters

Report

Mind Matters – Agent Wellbeing Research

Ensuring agent wellbeing through the pandemic and beyond

According to contact centre analyst ContactBabel, 80% of contact centres agents were working from home in November last year, as measures to fight the global pandemic had forced companies to close offices and transition into virtual contact centres. This trend is likely to continue in a post-Covid world with businesses allowing staff to work in a remote or hybrid environment. But as with any new way of working there are challenges. In the case of remote contact centre agents, key considerations include:

  • Increased workload
  • More demanding (increasingly abusive) customers
  • Security concerns
  • Technology and equipment issues
  • Mental health and wellbeing concerns

Enghouse Interactive recently commissioned a survey polling 100 UK contact centre professionals investigating these issues to uncover the pains and challenges faced by contact centre agents today and how they impact their motivation, wellbeing and productivity.

Download the report now!

91

are likely to leave their contact centre role in 2021

29

are struggling to cope

23

experienced increased levels of abuse from customers

About Enghouse Interactive

We are the world’s most reliable customer contact technology provider. Our global brand is built on our track record of consistently honouring our commitments to our customers, our staff and our shareholders.

Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software and service solutions that deliver enhanced customer service and transform the contact center from a cost center into a powerful growth engine. Our Practices and Solutions enable businesses to leverage meaningful, daily customer interactions to extract key insights used to deepen customer loyalty and uncover new opportunities to add
value, profitably.

Globally, Enghouse Interactive’s divisions support thousands of customers worldwide, respecting local regulatory requirements, and supports any telephony technology, whether deployed on premises or in the Cloud, ensuring that our customers can be reached by their customers – anytime, anywhere, and via any channel.

Contact Us

Phone: +44 (0) 20 3357 3040

Email: marketingemea@enghouse.com

Website: enghouseinteractive.co.uk