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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.

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.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, July 23, 2018

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2024 Buyers Guide Speech Technology

 
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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.


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Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

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