White Paper

Leveraging Talent and Technology to Improve the Contact Center Experience for Agents and Customers

The Impact of Agent Experience on the Customer Experience.

Discover the role agents play in driving a positive customer experience and the ways CX leaders can overcome internal and external barriers to help agents work smarter, faster and more efficiently.

Exploring Contact Center Investments to Improve Agent Experiences

According to Futurum Research Group, typical annual agent turnover rates sit at anywhere between 30% and 45%, with agents citing poor management, difficult customers, lack of progression and outdated systems as reasons for leaving. For 53% of business leaders, Futurum research revealed implementing cloud-based solutions is a critical priority to provide greater workplace flexibility and scalability.

Download our whitepaper by independent research, analysis and advisory firm, Futurum Group, in conjunction with Local Measure.

About Futurum Group

The Futurum Group is an independent research, analysis, and advisory firm, focused on digital innovation and market-disrupting technologies and trends. Every day analysts, researchers, and advisors help business leaders from around the world anticipate shifts in their industries and leverage disruptive innovation to gain or maintain a competitive advantage in their markets.

About Local Measure

Founded in 2014, Local Measure is a global CX expert and AWS Partner that empowers businesses to deliver exceptional customer experiences.

Local Measure's flagship product, Engage by Local Measure, is a pre-built, cloud-based contact center platform. Built for Amazon Connect, Engage leverages AWS and Generative AI to assist agents and enhance customer interactions, providing a personalized omnichannel experience that is tailored to businesses and customers’ evolving needs.

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Elevate the Customer Experience

86% of customers said they were willing to switch companies because of a bad customer service experience.

Utilize Predictive and Generative AI

Rather than eliminating human agents, integrated AI technology is being used to empower agents. Predictive analytics is projected to reach $26.1 billion in spending by 2027 globally, rising from $9.4 billion in 2022.

Opportunities for Growth

In 2023, 43% of business leaders reported that new or disruptive technologies have created job opportunities, up from 35% in 2019.

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