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#208 Ed Creasey of Calabrio on our joint research piece - The Voice of the Agent
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📊 Groundbreaking Insights: The Voice of the Agent – A Joint Research Project with Calabrio! 📊
How do contact centre agents really feel about their roles, career prospects, and the impact of technology like AI? In this latest episode of Get Out of Wrap, Martin connects with Ed Creasey, VP of Solution Engineering at Calabrio, to discuss their extensive research into the voice of the agent.
Why should you listen?
- Discover what agents value most: From job satisfaction to steady income and team culture, hear what matters most to agents today.
- Uncover opportunities for improvement: Learn where contact centres can better support agents, from clearer career pathways to smarter use of technology.
- AI in contact centres—what agents really think: Find out why many agents remain sceptical about AI’s impact and what needs to change to make it truly useful.
If you manage a contact centre, lead a team, or simply care about the future of customer experience, this episode is a must-listen. Get a deep dive into what agents are saying and how we can build a better environment for them.
🚀 Join us as we share actionable insights to improve agent satisfaction and elevate the customer experience! 🚀
#ContactCentre #VoiceOfTheAgent #CX #CustomerExperience #AI #Calabrio
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