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
“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.”
“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.
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