Contact center agents struggle with traditional desktop tools to manage customer queries and survey results

eGain, the leading knowledge management platform for customer engagement automation, has announced the results of a groundbreaking Agent Experience (AX) survey in US contact centers.

Conducted by BenchmarkPortal, the leading contact center benchmarking organization, the online survey was conducted in May 2022 and results were compiled from 456 responses.

Unlike other surveys, the sample only included contact center agents. Here are the main results:


  • 76% of respondents are still working from home, a surprisingly high percentage given the easing of Covid restrictions


  • 63% of respondents said customer queries are becoming more complex
  • 64% of respondents said they don’t have tools to guide them in customer interactions
  • 49% struggle with multiple systems to find answers


  • Novice agents were 31% more stressed than established agents

Contact center agents, especially working-from-home reps, don’t have the safety net of office colleagues to get answers,” said Bruce Belfiore, CEO of BenchmarkPortal. “It’s worrying that most contact centers don’t have adequate wayfinding tools, even as customer queries become more complex. However, we also see a real opportunity to improve the agent experience through modern knowledge management. »

“The results are not a surprise. As self-service automates routine customer queries, agents naturally receive more complex questions,” said Ashu Roy, CEO of eGain. “This complexity, combined with telecommuting and the need for compliance, has elevated knowledge within the boardroom.”

Survey results:

About BenchmarkPortal

BenchmarkPortal is a global leader in contact center industry benchmarking, survey research, certification, training and consulting. The BenchmarkPortal team has gained international recognition for its innovative approach to best practices. BenchmarkPortal’s mission is to provide contact center managers with the tools and information needed to optimize their customer experiences. For more information, visit

About eGain

Infused with artificial intelligence, our knowledge-based software automates digital-first experiences for businesses and government agencies. Pre-connected to leading CRM and contact center systems, the eGain platform delivers fast value and easy innovation with virtual assistance, customer self-service and modern agent desktop tools.

Visit for more information.