Modern, Consumer-like Software Tools Make Happier, More Productive Customer Service Agents, New Research Reveals

Date: 09/12/2016, Phoenix, Arizona

  • Seventy-four percent of contact center managers say a better software user experience for agents can improve the customer experience
  • Three in four say mobility is needed for agents to improve performance
  • Only one in six contact center managers believe that customer service agents are very satisfied in their jobs and the majority believe a better software user experience can improve agent morale

Aspect Software, Aspect Software, a leading provider of fully-integrated consumer engagement, workforce optimization, and self-service solutions, today released the findings of a new study with Pelorus Associates, which quantifies the value of modern agent engagement technology. The key takeaway: Contact center 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 percent of contact center managers believe it improves agent morale
  • Eighty-seven percent of contact center 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 center solutions is key: 70 percent of executive officers think that access to contact center software from mobile devices is important for improving agent effectiveness
  • Happy agents equal happy customers: 82 percent of contact center 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 and General Manager of Workforce Optimization at Aspect.

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

About the Aspect Agent Experience Study

The Aspect Agent Experience Study was conducted via email by Pelorus Associates, polling 400 contact center executives ranging from manager to CEO to understand the linkage between positive customer service agent experience and productivity and the perceived ease-of-use of software technology tools. The survey was conducted in April, 2016.

About Aspect

Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our 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. For more information, visit www.aspect.com.

Follow Aspect on Twitter at @AspectSoftware. Read our blogs at http://blogs.aspect.com.

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Aspect and the Aspect logo are either trademarks or registered trademarks of Aspect Software, Inc. in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

For more information, please contact:
Tim Dreyer
Aspect
Tel: 630 227 8312
tim.dreyer@aspect.com