And The World's Toughest Job Is...?


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

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What’s the toughest job in the world? There are probably a lot of answers that spring to mind, but chances are “contact center agent” isn’t on your immediate list. However, this was Claire Sporton’s suggestion as she kicked off proceedings at Confirmit’s “Voice of the Customer in Contact Centers” event in London. In this presentation, Claire discussed how agents are now expected to understand customers, and their business, to a much higher level than at any time in the past in order to deliver an exceptional customer experience. Not only do they need to make interactions easy, they also need to be empathetic, engaging and have exceptional product knowledge. In short they must become a bridge between the customer and the company, changing their behavior for each conversation they have.

So, in fact, we’re asking them to become mind-reading chameleons…which may be the hardest job in the world.

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