Industry Research : Happy Customer Service Agents Positively Impact Customer Experience
LiveOps, Inc., the global provider in cloud contact center and customer service solutions, announces the findings of research that provides a holistic view into the state of today’s customer service. Partnering with Harris Interactive and Social Business Builders, LiveOps evaluated the inter-dependency between the agent experience, customer experience and business bottom line. The research revealed four key points that are supported by the data:
1. Happy Agents Equal Happy Customers: 92 percent of consumers surveyed report that a customer service agent’s perceived "happiness" has a direct impact on their customer experience with the brand.
2. Integrating Social Channels on the Agent Desktop Is a Requirement: 85 percent of consumers surveyed feel that how a brand handles issues on their website or on social channels, like Facebook or Twitter, is a good indicator of a brand’s ability to deliver customer satisfaction and quality of support.
3. Most Brands Fail to Provide Consistent Service Across Multiple Channels: 89 percent of consumers surveyed believe it is important to be able to communicate with companies by any channel, including social media, and still receive the same quality and efficiency of response. Furthermore, 61 percent of social media users feel that brands do not effectively communicate with them on these channels.
4. Live Agent Service, Regardless of Channel, Is Preferred Over Self-service: 90 percent of customers surveyed value the ability to communicate with a live person on any channel--voice, email, chat, SMS or social.
"In this unprecedented research, LiveOps went directly to the sources—to the agents, to the consumers and to the brands—to obtain detailed insights that revealed surprises, validations and revelations about the state of customer service today," said Dr. Natalie Petouhoff, CEO, Social Business Builders. "Social and mobile are rapidly changing the industry. As a result, there is tremendous opportunity and new revenue upside for brands that know how to leverage their contact center agents and multichannel technology platform. We found that when agents have a fully integrated social, multichannel desktop, they can not only improve their productivity by 50 percent or more, they can also deliver exceptional social customer service with a high social media ROI. The study revealed that for the companies in our agent productivity and universal queue research, the incremental profit contributions ranged anywhere from $815K to $2M per year. This research proves how much companies can gain by simply empowering agents with the right tools to interact with today’s customers."
"As the leading provider of cloud contact center technology, it is imperative for LiveOps to stay ahead of the dynamic and fast-changing customer service requirements," said Ann Ruckstuhl, SVP and Chief Marketing Officer, LiveOps. "LiveOps Research with Harris Interactive and Dr. Natalie Petouhoff allows us to understand and address the needs of the agent, customer and brand, while providing us with priceless information to help design best-in-class contact center technology, such as LiveOps Engage, the industry’s first integrated, multichannel with social agent desktop. We are continuing this momentum, knowing what is needed to enable brands to deliver extraordinary customer service for today’s social and multichannel-savvy customers."
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, March 15, 2013