5 Findings on Agent Experience in a Flexible World
Add bookmarkAgent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents1. Remote and hybrid work environments increase complexity and uncertainty around agent engagement and satisfaction. Leaders say they struggle to minimize feelings of disconnection among those working from home; to manage variability in flexible working styles; to on-board, coach and develop agents; to smooth workflows and maintain culture, among other challenges in this new work environment.
Agent experience is a problem worth solving for three reasons:
1) The cost of agent attrition – and opportunity cost of open roles – is high
2) A positive agent experience leads to a positive customer experience: 59% of satisfied agents overperform on CSAT versus only 46% of agents not satisfied in their current role.
3) Agent satisfaction drives retention: agents satisfied with their job are 2.5 times as likely to stay in their current role.
CMP Research’s inquiry into agent experience examines sentiment around on-site vs. hybrid vs. remote work and its impact on agent job satisfaction, likelihood to stay, and performance. These are five initial findings that capture the problem and outline solutions.
CMP Research is the research and advisory arm of Customer Management Practice, which brings you Customer Contact Week. We deliver independent, provider-agnostic insight and tools to help customer contact leaders make better decisions faster amid transformation.
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