State of Customer Service 2021

The Journey from Consumer to Support Agent

Lucidworks surveyed more than 800 contact center employees across the United States and the U.K. to understand the customer service journey, from consumers seeking answers, to the contact center employees on the other side of the phone. The survey asked respondents to answer a portion of the survey as a consumer, and then don their contact center employee hat to share their first-hand agent experiences.

Here are key takeaways from the survey:

• How contact center agents think as consumers when seeking out answers
• Transformation of the contact center into a revenue center
• Which tools agents want in their tech stack in order to be more effective
• Contact center employees’ access to mental health resources