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

How to leverage intelligent AI tools for maximum agent impact

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Looking to learn more about customer engagement, chatbots and AI? Check out the Bold360 resource library.