Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

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

#contactcenterworld, @Alvaria_Inc

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.


Sponsor message - content continues below this message

the 2023 '18th annual' Global Top Ranking Performer Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

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, @Alvaria_Inc

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


About Alvaria:
Company LogoAlvaria was founded through the merger of Aspect Software and Noble Systems, technology leaders in Customer Experience (CX) and Workforce Engagement solutions. Our name is derived from Latin for “hives” – nature’s perfect form for millions of years – bringing you solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Language Options

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

Published: Monday, July 23, 2018

Printer Friendly Version Printer friendly version

2023 Buyers Guide Visual Communications

 
1.) 
Premium Listing
SJS Solutions

Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...
 480 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =