B
Evidence Grade B
Graded
under review
Safe to Cite
Current
69%
69% -- share of customer support agents navigating different systems for customer support agents (2026)
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
69%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
International Customer Management Institute
Primary
Tier C
https://www.awaken.io/resources/blog/finding-a-needle-in-a-haystack ↗
Source Article
Finding a Needle in a Haystack
Original Research
International Customer Management Institute
· Original study ↗
Methodology
ICMI survey cited by awaken.io
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
customer support agents: 69% share of customer support agents navigating different systems. Source: International Customer Management Institute (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/agents-navigate-multiple-systems
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<blockquote cite="https://lighthousedata.io/data/agents-navigate-multiple-systems" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>69%</strong> -- share of customer support agents navigating different systems for customer support agents<br><small>Source: International Customer Management Institute (2026) · <a href="https://lighthousedata.io/data/agents-navigate-multiple-systems" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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