Significant strides have been made in recent years in supporting and managing employees, particularly frontline agents who play a vital role in customer service. A clear trend has emerged: happier agents feel more motivated and empowered to deliver exceptional service. Many organisations have embraced this shift by improving processes, adopting hybrid working models, and implementing better tools to support training, autonomy, and work-life balance.
But how well is the current state of the industry for frontline advisors truly understood? Rather than relying on assumptions, Calabrio and Get Out of Wrap surveyed over 500 contact centre agents across Europe to gain deeper insight into the “Voice of the Agent” and uncover what their daily work life really looks like. The findings offer a valuable opportunity to create a workplace agents can take pride in.
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