ISG Provider Lens™ Focal Points - Contact Center CX - CC Workers Impact CX - U.S. 2022

Contact Center Workers Impact Customer Experience in the U.S.

Customer experience is now a measurable metric that appears in annual reports. The quality of a customer’s experience often has its roots in their interaction with contact center workers. While bots handle nearly 80% of calls, humans do the rest. “And you don’t want the specialist in charge of resolving a customer’s problem to be someone who hates their job,” says Kenn Walters, global lead analyst and executive advisor at ISG who wrote the Provider Lens ™report on Contact Center Customer Experience in the U.S.

Enterprises in the U.S. are world leaders in creating work environments where employees feel engaged and part of a team. Some businesses have worked with gaming companies to make training and stacked up calls feel like fun.