Jacada has released key insights on why live agents in contact centres are stressed and how their stress negatively affects the customer experience in a new report on the matter.
The leading provider of AI and RPA powered virtual assistants sought to analyse conversations between contact centre employees on social networks such as Facebook, Twitter, Reddit, and Quora. It then used the stories it collected, along with key statistics and supporting research, to create an illustrative snapshot of call centre life.
Jacada reports that contact centre employees are increasingly resorting to social networks to vent and to seek help from peers. Online communities that enable call centre workers to commiserate on their struggles and share best practices have grown by 77% in membership and by 75% in daily conversations since January 2020.
Findings reveal fundamental issues with how contact centres operate today, covering a wide range of knowledge management and workforce engagement management topics such as hiring, onboarding, training, quality management, performance management, and coaching.
Kumaran Shanmuhan, Chief Growth Officer at Jacada, said: “We wanted to get an unfiltered, insider look into how contact centre employees view their roles, what their pain points are, and what solutions they feel could help them consistently deliver great customer experiences.”
Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, added: “Increasingly, companies listen to their customers on social media, but what about their employees?
“As Jacada has done with this research, it turns out that agents are quite clear about conditions and practices that prevent them from doing their jobs well. Instead of tuning them out, if companies lean in and listen, they can actually learn a lot about how to make the employee experience better, which in turn creates a better customer experience.”
In addition to the insights it’s sharing online, Jacada will be offering a guided “deep dive” into its social media findings in its July webinar, What Your Call Centre Agents Rant About On Social Media.
CX and contact centre operations experts from Arise Virtual Solutions and Jacada will join Sheila McGee-Smith to explore the surprising insights lurking beneath the frustrations of real contact centre agents.
