When we ran this poll in 2012 the audience said 23% of contact centres ask agents to assist customers with over ten different apps. However, this wasn’t the most popular of the options presented, with 3-4 being the most common number of applications given to an agent for customer support in the industry.
When we asked again in 2021 3-4 apps is still the most popular option, however the number above 10 has now reduced.
How Many Applications do Your Agents use to Help a Customer?
- 1-2 apps: 14%
- 3-4 apps: 51%
- 5-9 apps: 26%
- More than 10 apps: 9%
Source: Call Centre Helper LinkedIn poll Votes: 80 Date: October 2021