Modern customer experience strategies rely heavily on technology, but they live or die by your frontline agents.
These employees are the ones navigating your systems, engaging directly with your customers, and doing the heavy lifting when it comes to service quality.
Yet when contact centres make tech purchasing decisions, they often leave the most important stakeholders out of the conversation: the agents.
To find out more, we asked John Ortiz, Technology Sales Manager at MiaRec, to explain why it’s time to make your agents part of the tech decision-making process.
Video: Choosing Tech: Involve Your Agents in Choosing Your Next Tech Investment
Watch the video below to hear John explain how contact centre leaders can identify and choose what technology they need next and the importance of involving agents in choosing the next tech investment:
With thanks to John Ortiz, Technology Sales Manager at MiaRec, for contributing to this video.
This video was originally published in our article ‘What Tech Should You Buy Next? Here’s How to Choose’
Why Your Agents Should Help Choose Your Next Tech Investment
Contact centre agents are your front line, they know what slows down service, what frustrates customers, and what features could truly make a difference.
Here are three reasons why your agents should help choose your next tech purchase:
1. They Have First-Hand Insights
Involve your agents early in the decision-making process. Ask them: What slows you down? What frustrates customers? What features would make your job easier or more efficient?
“When deciding on your next contact centre technology investment do not overlook your agents’ insights.
They are the ones that are on the front lines. They’re the ones that are interacting with your customers, and your systems, on a daily basis.
Ask your agents what slows them down, what frustrates their customers, and which tools will help them excel.
Agents will usually have a unique, and highly accurate, perspective on inefficiencies or areas where technology could make a difference in your contact centre.”
Agents will often highlight inefficiencies or pain points you weren’t aware of, and they’ll usually have a good sense of what tools will truly make a difference.
2. It Builds Buy-In and Boosts Adoption
Getting your agents’ feedback doesn’t just help you make smarter choices, it also helps with adoption.
“Involving them early in the decision-making process not only gives you super-valuable input, but it’s also going to increase their buy-in for the new system.”
When agents feel like they had a say in the process, they’re far more likely to embrace the new tools, use them properly, and advocate for them internally.
3. Tech Isn’t Just About Efficiency – It’s About Empowerment
The best technology investments don’t just move the needle on metrics.
They also empower the people using them, and that empowerment translates to better morale, higher performance, and better customer outcomes.
“Your next tech move shouldn’t just be about improving metrics. It’s not always about metrics, it should empower the people who are using it every day.
And trust me, if your agents aren’t super-enthusiastic about the new tech, adoption is going to suffer and the ROI will be limited.
Let their experience guide your choices to ensure you’re selecting tools that will have the most immediate and meaningful impact.”
If your agents aren’t excited about your new tech, your return on investment will suffer.
Let their experience guide your decisions, and you’ll choose tools that deliver meaningful, immediate impact, both for your team and your customers.
If you are looking for more great insights from the experts, check out these next:
- A Sign You Need Speech Analytics
- Using IMPACT to Drive Better Outcomes With CCaaS
- 3 Ways to Reduce Agent Stress Through Training and Culture
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 15th Aug 2025
Read more about - Video, Employee Engagement, John Ortiz, MiaRec, Videos
