The Future Workforce – Leaders are you Listening?

Inisoft teamed up with CCA Global to understand the motivations, challenges, and perceived future of the contact center industry from the agent's perspective. The CCA surveyed over 580 front-end advisors to get an accurate view of the contact center across all sectors.

Key highlights from this report include:

  • Advisors have a desire to do a good job – 63% stated the best thing about their role was helping customers.
  • Worryingly 34% of advisors didn’t feel valued as an employee.
  • 41% of Senior Management or members of the Board spent little or no time on the contact center floor.

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