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

Full Name

Business Email

Company Name

Job Title

Number of Employees

Phone Number

Country

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Download Executive Summary

Download Full Ovum Report

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

Empowering Your Frontline Employees and Agents

How to leverage intelligent AI tools for maximum agent impact

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