News : Modern, Consumer-like Software Tools Make Happier, More Productive Customer Service Agents
Phoenix, AZ, USA, Sept 12, 2016 -- Aspect Software, a provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, 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.
Posted by Veronica Silva Cusi, news correspondent
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About Aspect Software:
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud and on-premises products are used by millions of agents every year – supporting billions of consumer interactions. Aspect provides flexible, reliable,comprehensive solutions for all areas of customer interaction and workforce management including inbound (automatic call distribution/ACD), outbound (auto dialing, predictive dialing and more options), interactive voice response/IVR, self-service through chatbots, workforce optimization (workforce management, quality management, performance management) and speech analytics. Leveraging a 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.
About Pelorus Associates:
The company's primary focus is on the contact center and public safety communications sectors.
Published: Friday, September 16, 2016
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