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
