Seventy-four percent of contact center managers say a better
software user experience for agents can improve the customer experience
Three in four say mobility is needed for agents to improve
performance
Only one in six contact center managers believe that customer
service agents are very satisfied in their jobs and the majority
believe a better software user experience can improve agent morale
PHOENIX--(BUSINESS WIRE)--#CX--Aspect Software, a leading provider of fully-integrated consumer
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engagement, workforce optimization, and self-service solutions, today
released the findings of a new study with Pelorus Associates, which
quantifies the value of modern agent engagement technology. The key
takeaway: Contact center directors and managers overwhelmingly believe
that a better software user interface can improve agent performance.
While there is an abundance of data on improving the customer
experience, The Aspect Agent Experience Study was developed with
Pelorus Associates to help contact center decision makers identify new
ways to reimagine the agent experience. Insights from the study will
help companies address the evolving needs of their agents so that they
can ultimately deliver better customer experiences.
Key findings from the study include:
Better software equals better agent engagement: 74 percent of contact
center managers believe it improves agent morale
Eighty-seven percent of contact center managers say agents would be
more satisfied if they could use software that had the look and feel
of the consumer technologies they use outside of work
Mobile access to contact center solutions is key: 70 percent of
executive officers think that access to contact center software from
mobile devices is important for improving agent effectiveness
Happy agents equal happy customers: 82 percent of contact center
professionals who say their agents are satisfied or very satisfied
also report putting a strong emphasis on maintaining and building
strong customer satisfaction and loyalty
“In the world of social media and a workforce that requires instant
information, an interactive user interface is critical for optimal
performance,” said Debbie Davis-Greene, Managing Director – Operations,
Trase Miller. “Associates are self-reliant and want to do it themselves.
If companies don’t start investing into improved agent tools, they will
have a difficult time retaining employees.”
“We know that as the first point of contact with a company, the agent is
the face of the brand. The research we did with Pelorus Associates
further illustrates that happy agents lead to happier customers,
ultimately improving loyalty and the overall customer experience. Key to
engaging with contact center agents is providing the tools they need to
be more effective and empowered in their work,” said Mike Bourke, Senior
Vice President and General Manager of Workforce Optimization at Aspect.
To download the full study and checkout the take-action strategies to
improve contact center agent engagement, please visit http://www.aspect.com/agent-experience-ebook.
About the Aspect Agent Experience Study
The Aspect Agent Experience Study was conducted via email by Pelorus
Associates, polling 400 contact center executives ranging from manager
to CEO to understand the linkage between positive customer service agent
experience and productivity and the perceived ease-of-use of software
technology tools. The survey was conducted in April 2016.
About Aspect
Aspect helps enterprises break down the walls between people, processes,
systems and data sources, allowing organizations to unite around the
customer journey. By developing fully native interaction
management, workforce
optimization and self-service
capabilities within a single customer engagement center, we enable
dynamic, conversational interactions and create a truly frictionless
omni-channel customer experience. Leveraging the agility of our worldwide
cloud infrastructure and over 40 years of industry ingenuity, Aspect
conveniently and easily connects questions to answers while helping
enterprises keep service levels high and operational costs contained.
For more information, visit www.aspect.com.
Follow Aspect on Twitter at @AspectSoftware.
Read our blogs at http://blogs.aspect.com.
Aspect and the Aspect logo are either trademarks or registered
trademarks of Aspect Software, Inc. in the United States and/or other
countries. The names of other companies and products mentioned herein
may be the trademarks of their respective owners.
Contacts
Aspect Software
Tim Dreyer
+1 630 227 8312