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Industry Research : New ASAPP Research Reveals Top 3 Reasons Why Contact Center Workers Have One of the Highest Turnover Rates in The Nation

#contactcenterworld, @asapptech

ASAPP, Inc., an artificial intelligence (AI) research-driven company, published a new report CX: The Human Factor.

The report reveals the core challenges facing three million US contact center agents, an industry with one of the highest employee turnover rates; 40% leave their roles within 12 months. Three key themes of training/coaching, technology and career opportunities emerged from interviews and a survey with agents that illustrate a focus on short-term savings that ultimately increase the long-term costs for customer experience.

Improved Training, Coaching

Agents make up 2% of the US workforce with 74% of respondents viewing themselves as brand ambassadors for their company. Yet 51% of agents, who received poor training, report being pessimistic about their careers which can lead to poor performance and burnout. While companies often look at ways to reduce the time it takes to train agents, the report results suggest reduced training lowers the confidence and competence of agents, which can lead to higher absenteeism. 38% of agents stated that training and career growth opportunities would improve their jobs. The impact of training at the start of a job, and throughout an agent's career, directly impacts their happiness. Ongoing coaching and support for agents has been inconsistent in the shift to work from home with 37% of respondents indicating it had been difficult to receive feedback during the pandemic.

Technology Gap and Metrics that Matter

45% of agents indicated that technological advancement in contact centers is behind the times. Self-serve technologies such as interactive voice response systems (IVRs) and chatbots are shifting agents to focus on more complex calls, while the majority (72%) of agents are motivated to solve simple customer problems. As contact centers look to align business objectives, they are turning to artificial intelligence to maximize human productivity, increase automation and enable a company to radically scale services. Yet, agents are still unaware of the value that an AI platform can offer them by automating the customer's journey and supporting the agent through complex customer engagements:

51% of agents said AI would solve repetitive customer problems
40% of agents recognize that AI will improve the customer experience
40% of agents fear AI will take away their jobs

Career Growth

Although 53% of contact center agents expressed optimism about their jobs, overall agents expressed a desire for career growth above all other improvements. Allowing agents to experience a range of roles and growth provides empowerment and optimism for their careers. Beyond collecting a paycheck, agents expressed their motivations to help customers as their priority.

"74% of agents view themselves as company brand ambassadors and the voice of the brand they represent. When companies fail their agents with dysfunctional technology, training and coaching, they risk not only a frustrating employee experience, but a poor customer experience that will have consumers looking elsewhere," said ASAPP Chief Experience Officer Michael Lawder. "Contact center agents want to be empowered and do their best to help consumers. They operate in a difficult environment with a frankenstack of poorly designed legacy systems that are difficult to use; policies and processes that prioritize cost and liability, over resolution and customer satisfaction—with a lack of ongoing coaching and training that does not help accelerate their progress."

"Approximately 80% of B2C enterprise CX budgets is spent on labor. The industry has a culture of continuous improvement and focus on metrics, yet how we measure customer service and agent performance must evolve to identify the behaviors that drive customer loyalty and value for employees and customers. The environment we create for employees is the environment that customers experience," said Barbara Porter, Managing Director, EY. "Agents want to serve people, but current industry metrics measure only a fraction of an agent's overall performance. Metrics, processes and technology investments must work in concert to serve both the employee and the company to achieve the significant business outcomes required to serve consumers."

#contactcenterworld, @asapptech

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About ASAPP:
Company LogoAI for enterprise call centers.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Monday, October 18, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
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-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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