A day in the life: Agents

While customer experience is often the primary focus in contact centers, employee satisfaction is equally important. High attrition rates and the costs associated with onboarding new employees make it crucial to address the needs of contact center employees.

A typical day for a contact center agent involves navigating multiple applications, switching between screens over 1,100 times a day, and spending 36% of their time searching for content across various systems. This can lead to stress and frustration.

Many contact center agents report having insufficient desktop tools, with 60% claiming that their technology is not adequate for helping customers. This highlights the need for better tools and systems to support these workers.

Key performance indicators (KPIs) are used to track the efficiency of contact centers, but meeting these targets can be challenging for employees who are struggling with outdated technology and high-pressure environments.

With an average annual absentee rate of 10%, it's clear that contact center employees face significant challenges in their day-to-day work. Pega Customer Service is uniquely positioned to help improve the employee experience by providing agents with proactive suggestions, helping them to understand customer intent, and guiding them through interactions step by step.

By focusing on employee satisfaction and empowering contact center employees with the right tools, businesses can improve customer satisfaction scores and create a more positive work environment for their staff.