2016 inContact Consumer Research Report
Agent Motivations and Challenges in the Contact Center


In this new comprehensive report, we surveyed over 500 customer service representatives (CSRs) to gain insight into contact center industry trends from those on the front lines of customer care.

Key Findings in the Report Include:

  • CSRs still use phone-based support 86% of the time
  • CSRs spend 83% of their time on Technical Support and Purchase Assistance—two non-revenue-generating activities
  • 68% of CSRs site "helping customers" as their most rewarding work, but also identified "angry/rude customers" as their biggest challenge

Want to learn how you can improve your customer experience? Download the full report today!

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