• Log in
  • About Us
  • Privacy Policy
  • Contact us
Telecoms IT News - VanillaPlus
  • Home
  • News
  • Verticals
    • 4G
    • 5G News
    • Big data analytics
    • Bill & Charge
    • CEM
    • Companies
    • Digital transformation
    • Fraud prevention
    • Managed services
    • Network optimisation
    • NFV Hub
    • OSS
    • People
    • Policy
    • Revenue assurance
    • Revenue management
    • Service assurance
    • Service Provisioning
    • Test & measurement
  • Digital Edition
  • Events
    • Events diary
    • Webinars
  • Videos
  • VP Featured
    • Webinars
    • Podcast
    • Editorial advisory board
    • Expert opinions
    • Hot List
    • Operator View
    • Press releases
    • Reports & whitepapers
    • Special reports
    • Talking Heads
    • Troubleticket
    • Digital Talking Heads
  • Directory
  • Tech Trends
  • Subscribe
 

You are here:

  • Home
  • Companies
  • Modern consumer-like software tools make happier, more productive customer service agents, research shows

Modern consumer-like software tools make happier, more productive customer service agents, research shows

03 October, 2016 at 1:00 PM

Modern consumer-like software tools make happier, more productive customer service agents, research shows

Aspect Software, a provider of fully-integrated consumer engagement, workforce optimisation, and self-service solutions, released the findings of a new study with Pelorus Associates, which quantifies the value of modern agent engagement technology.

The key takeaway: Contact centre directors and managers overwhelmingly believe that a better software user interface can improve agent performance.

While there is an abundance of data on improving the customer experience, The Aspect Agent Experience Study was developed with Pelorus Associates to help contact center decision makers identify new ways to reimagine the agent experience. Insights from the study will help companies address the evolving needs of their agents so that they can ultimately deliver better customer experiences.

Key findings from the study include:

  • Better software equals better agent engagement: 74% of contact centre managers believe it improves agent morale
  • Eighty-seven per cent of contact centre managers say agents would be more satisfied if they could use software that had the look and feel of the consumer technologies they use outside of work
  • Mobile access to contact centre solutions is key: 70% of executive officers think that access to contact centre software from mobile devices is important for improving agent effectiveness
  • Happy agents equal happy customers: 82% of contact centre professionals who say their agents are satisfied or very satisfied also report putting a strong emphasis on maintaining and building strong customer satisfaction and loyalty
Debbie Davis-Greene, managing director – Operations, Trase Miller

Debbie Davis-Greene, managing director – Operations, Trase Miller

“In the world of social media and a workforce that requires instant information, an interactive user interface is critical for optimal performance,” said Debbie Davis-Greene, managing director – Operations, Trase Miller. “Associates are self-reliant and want to do it themselves. If companies don’t start investing into improved agent tools, they will have a difficult time retaining employees.”

Mike Bourke, senior vice president & general manager of Workforce Optimisation at Aspect

Mike Bourke, senior vice president & general manager of Workforce Optimisation at Aspect

“We know that as the first point of contact with a company, the agent is the face of the brand. The research we did with Pelorus Associates further illustrates that happy agents lead to happier customers, ultimately improving loyalty and the overall customer experience. Key to engaging with contact center agents is providing the tools they need to be more effective and empowered in their work,” said Mike Bourke, senior vice president & general manager of Workforce Optimisation at Aspect.

To download the full study and checkout the take-action strategies to improve contact centre agent engagement, please visit http://www.aspect.com/agent-experience-ebook.

Comment on this article below or via Twitter: @ VanillaPlus OR @jcvplus


category: Companies, News, People

Tags: Aspect Software, loyalty, Mike Bourke, optimisation

VanillaPlus Q3 Magazine
 

VanillaPlus Magazine Issue 1 2022: Why IT must catch up with OT to enable 5G monetisation

Is creativity a bridge too far for CSPs? As communications service providers (CSPs) engage in new digital value chains, collaborate with partners and participate in multi-directional business models, George Malim shares a tale of two bridges

READ NOW

Comments are closed.

  • Facebook
  • Twitter
  • YouTube
  • LinkedIn
  • Subscribe
Relax time
Read the new novel by J.J. Cowan on Africa’s conflict minerals trade and forced labour. 5* Reviews on Amazon.co.uk Paperback & Kindle

Check out on Amazon

X

Be the first to know!

  • The top telecom IT news stories of the minute
    in your inbox
  • Exclusive offers for entry into hundreds of
    events worldwide
  • Free access to a huge selection of the latest
    analyst reports and whitepapers
Subscribe now so you don't miss out
Don’t show me this again
Please check your email
x
Vanillaplus - The Global Voice of Telecoms IT
The Global Voice of Telecoms IT

VanillaPlus is the world-leading resource covering digital transformation for the communications industry. VanillaPlus brings you exclusive News, Expert Views, and Event Reviews. See Interviews from CEOs, CTOs, and COOs who are successfully transforming their business today.

Connect

Facebook Twitter YouTube LinkedIn

NEWS

  • Latest Telecoms IT news

DIGITAL EDITION

  • Latest Editions

OTHER

  • Newsletters [Archive]

KNOWLEDGE CENTRE

  • Webinars
  • Special Reports
  • Talking Heads
  • Editorial Advisory Board

COMPANY

  • About
  • Contact Us
  • Terms & Conditions
  • Privacy Policy

PARTNERS

  • IoT News

© 2014-2022 VanillaPlus - The global voice for telecoms IT. All rights reserved.