Building a Super Agent – Cirrus Contact Centre Agent Survey 2021


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Omnichannel is perhaps the single biggest trend in the contact centre industry.

Cirrus sought to understand how well equipped the modern contact centre agent is to deliver on this grand, omnichannel ambition.

To achieve this, leading independent research house, Norstat, was commissioned to poll contact centre agents in mid-sized organisations.

The learnings from this study will help contact centre operators build ‘super agents’ empowered to provide the best possible customer service.

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