Human Error - Not Training - is #1 Cause of Contact Center Agent Mistakes, New Balto Survey Reveals
Human error - not lack of training - is the most common reason, according to more than 1,000 agents polled by Centiment in the largest survey of its kind.
- Human error - not lack of training - is the most common reason, according to more than 1,000 agents polled by Centiment in the largest survey of its kind.
- 66% of agents reported that the primary reason they make mistakes on a call is human error, including forgetfulness, nerves and boredom.
- For a deeper dive into the survey results and to learn more about the best steps for contact center success, download "Why Agents Fail: A Contact Center Survey for Understanding Mistakes During Calls."
- With Balto, contact centers deliver world-class customer experiences, increase conversions and decrease agent ramp time.