Only 12% of Contact Centres Utilizing Wellbeing Technology

In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘Have you considered using technology to monitor the wellbeing of your advisors?’

A staggering 45.6% of survey respondents said ‘No, I didn’t realize this technology was available’, whilst a further 28.7% said ‘Yes, but we don’t know much about it’ – compared to just 12.1% who said ‘Yes, it’s a key tool’.

This suggests that the early adopters of wellbeing technology are already reaping the rewards, whilst most of the industry has yet to realize its potential.

For those in the know, the latest innovative wellbeing tools empower contact centre leaders to analyse live data to better understand agent wellbeing.

This is a far cry from offering ad hoc yoga classes and free fruit, and instead enables an ongoing, systematic approach to a contact centre’s wellbeing strategy, where actionable insight can have a positive impact on staff retention, employee engagement, and more.

Run in partnership with Sabio, Centrical, Odigo, Scorebuddy, and NICE, this survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights

Author: Megan Jones
Reviewed by: Jo Robinson