Industry Research : Interest in Handling More Complex Questions Among Customer Service Agents Rises
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."
Posted by Veronica Silva Cusi, news correspondent
Source: Aspect Software
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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.
Published: Monday, July 23, 2018
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