B
Evidence Grade B
Graded
under review
Safe to Cite
Current
42%
42% -- contact centre agents unable to resolve customer issues for contact centre agents (2026)
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
42%
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
Forrester
Primary
Tier C
https://www.awaken.io/resources/blog/creating-better-conversations ↗
Source Article
Creating Better Conversations
Original Research
Forrester
· Original study ↗
Methodology
Forrester research cited secondhand by Awaken blog
Methodology documented
Segmentation
Industrymarketing
Cite this stat
Plain Text
contact centre agents: 42% contact centre agents unable to resolve customer issues. Source: Forrester (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/agents-unable-resolve-issues-forrester
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<blockquote cite="https://lighthousedata.io/data/agents-unable-resolve-issues-forrester" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>42%</strong> -- contact centre agents unable to resolve customer issues for contact centre agents<br><small>Source: Forrester (2026) · <a href="https://lighthousedata.io/data/agents-unable-resolve-issues-forrester" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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