Just over a year ago we conducted research into the number of desktop applications that an agent has to navigate to complete a call.

Our research also highlighted the large number of different software applications used by call centre agents to process calls – the numbers ranged from 1 to 20+. Call centre agents use an average of 4 software applications to process a call. The  detailed survey results are available here.

How have things changed? Can you spare a few minutes to help us to find out?

The anecdotal evidence is that complex IT continues to be a challenge for the agents. It would help us to help you if you could spare a few minutes to complete our on-line survey. If you can help please click here.