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

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




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


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

Become a Basic Member for free. Click Here

Industry Research : Survey from Aspect Software Shows Harmony, Opportunity When Chatbots and Agents Work Together

#contactcenterworld, @AspectSoftware

Nearly two-thirds of customer service agents are satisfied in their jobs and millennials, the largest workforce demographic, are even more so with 70 percent of them saying they like what they do according to the just-released Aspect Agent Experience Index. Yet, despite the agent satisfaction reported, multiple research firms including Gartner and Juniper Research are predicting chatbots or A.I. will replace nearly all live agent interaction in the next several years.

According to the customer service agents surveyed, 70 to 80 percent of the calls an agent receives each day consist of inquiries that require minimal effort to address. This is important because 65 percent of consumers feel great about the company they are engaging with, as well as themselves when they can solve a problem without having to talk with a live customer service agent. To the casual observer, it appears chatbots could be the beginning of the end for customer service agents as we know them.

However, the Aspect Agent Experience Index tells a different story. While nearly half of contact center agents confess to wanting to handle easily-answered customer questions, when tasked to take complex calls, a large majority of agents see a lot of opportunity:

- 79% say when the introduction of customer service chatbots enable them to handle more complex questions, they will be able to improve their skills

- 72% say handling complex questions makes them feel like they are making a bigger impact on the company

-64% say they will be able to create a more personalized service experience for customers

The Aspect Agent Experience Index also found that agents who felt engaged and empowered at work are more likely to have a positive perspective when handling complex customer inquiries. Empowered agents are more likely than the average agent (by 5 – 8 percentage points) to say handling harder questions would make their work more interesting (77%) and feel that they are more in touch with their customers (71%). What’s more, nearly 70 percent of engaged and empowered agents say handling complex customer inquiries will allow them to create a more personalized service experience. Indeed, 83 percent of consumers say getting a personalized customer service experience is very important to them according to the 2016 Aspect Consumer Experience Index

"Simple inquiries handled by agents tend to be very brief, and little if any interaction or engagement takes place. Question complexity, therefore, becomes a more fertile opportunity for skill growth and career advancement," says Joe Gagnon, Aspect Chief Customer Officer. "Over half of the agents we surveyed (57%) feel they have a better chance of moving up in the organization if they can demonstrate more subject matter expertise. So when chatbots take over "easy-question" management, they satisfy the interaction preferences of customers and at the same time engage and enlighten the employee. It’s truly a better-together solution."

Rather than a personnel replacement then, the customer service chatbot becomes a junior associate for the agent, handling lower-skilled tasks and freeing agents up to handle the work that requires domain knowledge and a personal touch.

#contactcenterworld, @AspectSoftware

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

Today's Tip of the Day - Customer Satisfaction

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

Published: Thursday, June 1, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390


VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

ABOUT US IN 60 seconds!

Industry Champion Award Leaderboard

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