Empowering Your Frontline Employees and Agents
Bold360 partnered with Ovum Research in 2019 to conduct a global survey to better understand just how prepared customer-facing employees are to deal with rising customer expectations. The survey spanned 7 countries across North America, EMEA, and ANZ and collected feedback from 750 customer-facing employees, customer experience managers, and content/knowledge managers.
In this report, we discuss:
- How customer expectations are changing the role of support teams
- Gaps in how support teams are being equipped
- How customer frustration impacts agent satisfaction
- Trends and perceptions on agent facing AI implementations