Jacada, an Atlanta-based provider of AI- and RPA-powered virtual assistants for contact centers has analyzed conversations and posts from call center employees on various social media platforms and forums. The company produced a video based on the results that shows stresses on those workers and how they negatively affect the customer experience.
The company said its analysis showed membership in online communities set up for contact center employees to share their frustrations with one another has grown by 77 percent since January 2020. And, conversations on those forums have surged by 75 percent during that time.
“Increasingly, companies listen to their customers on social media, but what about their employees?” Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics, LLC, asks. “As Jacada has done with this research, it turns out that agents are quite clear about conditions and practices that prevent them from doing their jobs well. Instead of tuning them out, if companies lean in and listen, they can actually learn a lot about how to make the employee experience better, which in turn creates a better customer experience.”
Some of the complaints Jacada highlights from its research center around the mountain of processes agents are forced to memorize during training and abuse from customers during interactions.