What in thEnghouse 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. 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
Agent Wellbeing Research Report 2021
This report showcases the results of a survey, commissioned by Enghouse Interactive. It investigates Agent Wellbeing to uncover the pains and challenges faced by contact centre agents today and how they impact on their motivation, wellbeing and productivity. The research polled 100 UK contact centre professionals and was carried out in February 2021.