Agent Wellbeing Report

What makes your team tick?

The truth about agent wellbeing in contact centres today – Puzzel reveals the results of its latest survey.

Puzzel surveyed a broad range of contact centre professionals to discover the truth about agent wellbeing in contact centres today. While organisations openly strive to improve the customer experience, just how much emphasis do they place on the experiences and welfare of their frontline staff?

We asked 7 questions covering the key aspects of team happiness and wellbeing and asked for people to share their success stories. This report reveals:

• What does agent wellbeing actually mean to you and how do you measure it?
• What’s stopping companies from building and maintaining happy contact centre teams?
• What are the steps to focus on to improve agent wellbeing?

About the author

Puzzel is a leading cloud-based contact center software provider and was a pioneer in offering integrated customer engagement as an easily-deployed service. Today, the company combines omni-channel technology with artificial intelligence capabilities to provide comprehensive, end-to-end customer interaction solutions in an age of digitization. Puzzel was recognized as a Challenger in the 2019 Gartner Magic Quadrant report for Contact Center as a Service in Western Europe for the fifth consecutive year, reflecting its rapid growth, functional breadth, standards compliance, and commitment to customer service and support. Headquartered in Oslo, Norway, with offices in six European markets including the U.K., Puzzel serves more than 900 customers across 40 countries. For more information, please visit www.puzzel.com.