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Industry Research : Interest in Handling More Complex Questions Among Customer Service Agents Rises

#contactcenterworld, @AspectSoftware

Customer service agents are increasingly optimistic about working with and alongside chatbots in the contact center and see big potential to improve their skills and advance their careers, according to the final phase of the 2018 Aspect Software Agent Experience Index survey. Sixty-seven percent of all agents, and 73 percent of Young Millennial/GenZ agents (age 18-24) said if AI were to handle simple customer questions and tasks, and leave agents with the more complex queries, they will have a greater opportunity to shine for management, a nearly 10 percent increase from 2017. Seventy-one percent said handling more complex questions will enable them to provide a more personalized customer experience.

Chatbots for Workforce Tasks

In addition to working with chatbots, agents also see opportunities if chatbots work for them. Eighty percent of agents said that easy access to their schedules, requests for new shifts, or time off is important but only 52 percent said this easy access was fully available to them. Chatbots may be the answer. Over half (52%) of agents are interested in using chatbots to manage and monitor their schedule, up 27 percent from 2017. Females showed an even stronger interest than males (57 percent vs. 46 percent). Additionally, 65 percent of agents said they prefer self-service contact with management versus speaking with them directly, an application perfectly suited for an AI-based application.

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Chatbots to Improve Agent Engagement

While the majority (83%) of agents indicated that the ability to move up in the organization is an important factor to their satisfaction, only 58 percent said their employer provides this opportunity. AI can change this. Over two-thirds (68%) of agents say handling more complex questions will make the feel more satisfied and committed to their jobs while three quarters (76%) said it will make them feel like they are making more of an impact.

"Agent satisfaction is directly related to customer satisfaction and our survey findings reveal some key insights into exactly what factors are keeping agents engaged. Old, antiquated workforce systems don’t address the interaction and work life preferences of the new generation of agents." said Chrissy Cowell, Director Product Management, Aspect Software. "These employees want the scheduling and interaction technologies that are common in their consumer lives, to be available in their work lives as well so they are comfortable letting chatbots handle simple queries enabling them to take on additional responsibilities. Chatbots in the contact center are a win for agents, a win for management and a win for customers."

#contactcenterworld, @AspectSoftware

Posted by Veronica Silva Cusi, news correspondent
Source: Aspect Software


About Aspect Software:
Company LogoAspect 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.
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Today's Tip of the Day - 5 Ways To Start Motivating Agents Today!

Read today's tip or listen to it on podcast.

Published: Monday, July 23, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

10.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740
 

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