News : Correlation Between Happy Agents and Exceptional Customer Experience
#contactcenterworld, @AspectSoftware, @aberdeengroup
Phoenix, AZ, Sept 17, 2014 -- Aspect Software, a provider of customer interaction management, workforce optimization, back-office and cloud solutions, announces that Aberdeen Group research report, "Contact Center Workforce Optimization: Secrets to Unlock Agent Productivity & Performance" shows companies that utilize best practices in contact center workforce optimization technology deliver dramatically improved customer experiences.
"Aberdeen's research findings reinforce that there is a strong correlation between empowered, happy agents and delivering exceptional customer experiences, especially considering that agents are frequently the first point of contact a customer has with a brand," said Robert Moore, senior manager, product marketing at Aspect Software. "To make customers truly happy, organizations need to create and then maximize agent engagement. This is why we are seeing more companies seeking workforce solutions with intuitive user interfaces that create agent engagement and productivity that ultimately leads to exceptional customer experiences."
Other key findings from Aberdeen's report include:
- Improved quality of customer interactions and the customer experience has overtaken improving productivity as the primary objective for WFO leaders
- WFO leaders that use the right WFO tools and processes experienced huge year-over-year improvements such as an eighteen percent improvement in customer satisfaction and a six percent improvement in first call resolution (FCR)
- WFO leaders rely on technologies such as Workforce Management, Quality Management and Performance Management to achieve top results
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About Aspect Software:
Aspect Software is solely focused on providing products and services for customer care, sales, telemarketing and collections for in-house and outsourcer contact centers. Each day, companies around the globe conduct more than 125 million customer interactions using Aspect’s flexible, reliable solutions for automatic call distribution (ACD), predictive dialing, workforce management, analytics, IVR and multi-channel contact.
About Aberdeen Group Inc.:
Aberdeen Group is an IT market analysis and positioning services firm that helps Information Technology vendors establish leadership in emerging markets. Aberdeen Group performs specific projects for a select group of domestic and international clients. Each project requires a combination of strategic advice and pragmatic, experience-based action plans. Assignments range from corporate and product positioning and organizational planning to in-depth market segment research.
Published: Thursday, September 18, 2014
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