Efficiency and customer experience (CX) gains are the two most important objectives for most contact center leaders. Achieving both largely hinges on agents’ ability to do their jobs well. Aberdeen’s research shoes that lack of effective technologies agents need to do their jobs is the number one factor influencing agent productivity and performance. This is important because, on average, agents spend 15% of their time seeking information they need to help customers. To mitigate this challenge, 40% of contact centers empower their agents with unified communications (UC) capabilities – a strategy that pays off.