RESEARCH
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Agent effectiveness benchmark, 2026
Agent effectiveness benchmark, 2026
As part of our 2026 Agent Effectiveness study, we surveyed 7,000+ consumers from 7 countries about their customer service experiences. Use this report to see how consumers rate agents on friendliness, knowledge, and understanding across channels globally.
In this report, you'll learn
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- How consumers rate agents across channels and industries
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- How agent effectiveness varies by age, gender, and country
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- How agent effectiveness differs based on first contact and issue resolution
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