‘State of the Contact Centre Report’ Reveals Only 34% of Managers Believe Agents Have Skills Required to Succeed

Calabrio, the workforce performance company, has today published new research underlining the need for healthcare contact centres to improve staff skills to deliver better patient experiences. The findings of Calabrio’s ‘State of the Contact Center 2023: Activating the Agent of the Future’ report reveal only 34% of healthcare contact centre managers believe their agents are fully equipped with the skills needed to succeed today, with just 3% expressing full confidence in the ability of agents to develop the required capabilities.

With 100% of managers identifying engagement as a vital capability for the future, there is an urgent need to improve skills such as adaptability, empathy and emotional intelligence – cited as most lacking among staff during stressful situations by nearly a third of managers. In this context, the research reveals the importance of providing increased training opportunities, with 59% of managers agreeing this is the optimum approach for improving agent performance.

The research also highlights key areas where emerging technologies like AI can supplement human capabilities. For instance, optimising forecasting, analysing soft skills and guiding agents in real-time are ranked among the top applications for AI.

Additionally, 48% of respondents believe healthcare contact centres will be hybrid going forward, with the approach already making a positive impact within healthcare contact centres. For instance, nearly two-thirds (64%) of managers agree that it enables them to hire qualified candidates.

“Exceptional patient experiences are mission-critical for healthcare providers because they drive better outcomes, loyalty and brand reputation,” said Ed Creasey, Global Head of Pre-Sales at Calabrio. “This research provides a blueprint for contact centres to assess their capabilities and invest in upskilling staff skills, the role of new technologies and the importance of implementing new ways of working to continually enhance how they serve patients.”