Agent Wellbeing Research Results 2021

Mind Matters

Agent Wellbeing Research Results 2021


Mind Matters – Agent Wellbeing Research

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

The global pandemic has forced companies to close offices and transition into virtual contact centres. According to contact centre analyst ContactBabel, 80% of contact centres agents were working from home in November last year.

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 and our survey found:

Agents are likely to leave their contact centre role in 2021
Are struggling to cope
Experienced increased levels of abuse from customers

Ensuring agent wellbeing through the pandemic and beyond

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

Download your copy of the Agent Wellbeing Research report now!

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 centre software and service solutions that deliver enhanced customer service and transform the contact centre from a cost centre 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.

Empower your agents by providing them with the tools to do their jobs effectively. Find out how we can support you.