Contact Centres are Asking Agents to Help Customers on More Than Ten Apps


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.

Poll – “How many applications do your agents use to help a customer?” – answers

1-2: 20%
3-4:  29%
5-6:  18%
7-10:  9%
More than 10:   23%

Source: Call Centre Helper website reader poll    Votes: 201    Date: March 2012

Author: Jo Robinson

Published On: 24th Mar 2012 - Last modified: 25th Oct 2021
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