ACCESSIBILITY ISSUES AFFECT NOT ONLY CUSTOMERS BUT ALSO THE EMPLOYEES... EVERY FAILED INTERACTION CREATES FRICTION THAT AGENTS MUST RESOLVE.
ACCESSIBILITY CHALLENGES IN CONTACT CENTERS
Web chat: Many modern contact centers rely on web chat to provide instant support. Yet the reality for users with disabilities is often frustrating. Buttons and forms may be unlabeled for screen readers, keyboard navigation may break, and chat transcripts may be unreadable by assistive technology.
For example, a customer who is visually impaired may be unable to use online chat or a chat app to buy a product or service, or to obtain information and assistance. The result? An escalated call to a live agent, longer handle time, and a frustrated customer.
TTY systems: Text telephone( TTY) systems were designed to give hearing-impaired users access to phonebased support. But in many contact centers, these systems are neglected or missing altogether.
A 2025 survey by Nagish found that less than half of mid-sized contact centers had fully functional TTY systems, leaving hearing-impaired customers without proper access. Some users report waiting days for responses, which can escalate urgent issues unnecessarily to live agents or management.
Self-service portals: Automated portals often fail accessibility checks. Form errors, missing labels, and navigation barriers create roadblocks that prevent customers from resolving issues independently. Every failure in the self-service channel translates to more live agent escalations, longer call times, and higher operational costs. And yes, frustrated, annoyed customers.
THE HUMAN IMPACT OF POOR ACCESSIBILITY
Accessibility issues affect not only customers but also the employees who handle escalations. Every failed interaction creates friction that agents must resolve.
Training gaps: Many contact centers fail to provide scenario-based training or accessibility guidelines. Agents are rarely tested on handling customers with disabilities.
Without proper training, agents may be unsure how to assist customers with visual, auditory, or cognitive disabilities. The results? Longer calls, more errors, frustrated and dissatisfied customers, and stressed employees.
Escalation patterns: When digital channels fail, issues escalate to live agents. For example, accessibility-related glitches in something as simple as an online password reset often force customers into long call queues just to have the agents walk them through a process that should have been fully self-service.
But with proper digital accessibility, such escalations could have been avoided entirely.
ACCESSIBILITY ISSUES AFFECT NOT ONLY CUSTOMERS BUT ALSO THE EMPLOYEES... EVERY FAILED INTERACTION CREATES FRICTION THAT AGENTS MUST RESOLVE.
REGULATORY, POLICY PRESSURES
Accessibility isn’ t just a best practice. In most instances it’ s legally required, even as some political actors express skepticism or pushback.
For example, recent commentary and policy discussions reported in outlets like The Guardian highlight instances of federal and state resistance to expanded accessibility mandates. Also, some federal initiatives promoting disability inclusion have faced political hurdles.
Nevertheless, companies cannot ignore compliance. Failing to provide accessible digital presences exposes brands to lawsuits, fines, and reputational damage.
ACCESSIBILITY
• Americans with Disabilities Act( ADA) is still the law: Enforcement of existing ADA regulations continues. Companies must stay proactive to avoid being investigated and if warranted, penalized.
• State-level requirements: States like California and New York are actively enforcing digital accessibility regulations, and non-compliance can result in costly legal action.
• Business risk: Beyond legal liability, inaccessible experiences alienate customers, reduce loyalty, and create operational inefficiencies.
PRACTICAL STEPS FOR CONTACT CENTERS
Contact center leaders can take concrete steps to improve accessibility and reduce both legal risk and operational friction.
1. Audit all digital channels: Evaluate web chat, IVR, self-service portals, and apps for accessibility. Include real users with disabilities in testing to validate findings.
2. Integrate accessibility training: Provide agents with scenario-based training, accessibility checklists, and regular refreshers. Include guidance on TTY and other assistive technologies.
3. Hire inclusively: Recruit agents with disabilities to bring firsthand expertise into your team( also see BOX). Leverage their insights to shape workflows and training programs.
MARCH 2026 39