Frontline agents serve as the face of your operations and the primary touchpoint between your business and customers. Research has consistently shown that happy agents create happy customers and drive better business outcomes. So, choosing a workforce management solution that provides your frontline employees with a superior experience is key for success.
While best-of-breed workforce management providers prioritize agent experience, many all-in-one vendors neglect this crucial aspect—ultimately affecting business outcomes.
Let’s unpack why the frontline agent experience is so important and how WFM-focused vendors like Aspect deliver superior experience.
The direct link to customer satisfaction
Research has consistently supported the strong connection between employee experience (EX) and customer experiences (CX).
According to Gallup, businesses with highly engaged employees see a 10% increase in customer ratings, an 18% increase in sales, and a 23% difference in profitability from organizations with low engagement.
A Glassdoor study also found that for every 1-star improvement in employee ratings, companies saw a 1.3-point increase in customer satisfaction scores. There are countless studies that support more satisfied and engaged teams are better for business, so having technology that supports their happiness is crucial.
Want to explore the connection between customer and employee experience? Read our blog about the importance of EX and CX along with which should priority in your business strategy.
Key elements of a positive agent experience
1. Intuitive technology
Simplifying work helps improve employee experience. Purpose-built workforce management solutions like Aspect Workforce Experience (WFX) prioritize intuitive design and true self-service for agent empowerment. All-in-one solutions promoted by CCaaS vendors often offer limited agent functionality and focus, which can lead to frustration and eventually higher attrition.
2. Streamlined workflows
Reducing workflow complexity benefits both employees and administrators by eliminating unnecessary steps and allowing agents to focus on helping customers. WFX streamlines a key part of employee satisfaction: scheduling. Aspect gives employees control over their schedules while aligning with operational needs through predictive approvals and recommendations.
Aspect Workforce, a purpose-built enterprise workforce solution, streamlines forecasting, scheduling, and performance tracking for administrators—making workflows simpler and more accurate.
3. Unified platform experience
While CCaaS vendors may promote all-in-one solutions as effective workforce catch-alls, these options are often fragmented and create an inconsistent experience for frontline agents and admins alike. Aspect's workforce solutions provide a unified interface with role-specific dashboards, giving employees the tools and information they need to deliver faster, better customer service.
Read more about how our workforce management solutions can unify your operations from frontline to back-office teams.
How frontline agent experience impacts ROI
Frontline agent experience directly impacts your businesses return on investment.
Purpose-built workforce platforms built with the agent experience in mind can support:
- Lower agent turnover rates. Each employee departure can cost a business upwards of $15,000 in recruitment costs to find a replacement. Inflexible schedules and poor day-to-day visibility often lead to burnout, pushing employees to leave. Technology that enables better scheduling and communication improves the employee experience and increases agent retention.
- Improved KPIs. Satisfied employees achieve better contact center KPIs, including higher first-call resolution rates and quality scores. An agent who feels empowered and engaged is more likely to provide better service and be motivated to solve a customer's problem efficiently.
- Better customer satisfaction ratings. When your contact center is properly staffed and employees are empowered to provide quality service, customers will have a better experience and your business is more likely to see brand loyalty.
Read more abut 6 strategic steps to maximize ROI in your contact center.
Why purpose-built workforce solutions win in EX
Aspect workforce solutions strike the balance between business and employee needs, delivering workforce technology that maximizes both engagement and efficiency. Our people-first approach surpasses typical CCaaS vendor offerings, ensuring your frontline agents enjoy more productive workdays and stay with your organization.
Our purpose-built workforce solutions prioritize frontline agent satisfaction. When you invest in your workforce technology, you're making a direct investment in your team.
Aspect workforce technology includes:
- A focus on agent empowerment. We build technology with users in mind, empowering agents to manage their work-life balance through intuitive self-scheduling, straightforward time-off requests, and real-time staffing insights that help them make informed decisions.
- User-focused design. WFX's intuitive interface spares frontline agents from struggling with complex technical systems. This promotes quick adoption and streamlines training—unlike some CCaaS vendors whose all-in-one solutions often require complicated deployment.
- Scalable infrastructure. Workforce add-ons in CCaaS systems often require complex implementation and extra staffing to manage. In contrast, Aspect's solutions are easy to implement and scale with your business growth—no additional technical staff needed.
Measuring success and impact
Implementing the right workforce management technology is only the beginning. You need to consistently evaluate what's effective and what needs improvement for your teams.
Here are a few metrics to consider monitoring to see whether your contact center technology is working for your frontline agents.
- Turnover and attrition rates
- Absenteeism rates
- Performance metrics
- Customer feedback
- Agent feedback from surveys
Consider both qualitative and quantitative data when measuring frontline employee satisfaction and engagement. For a deeper dive into measurement metrics, read our blog about key metrics to gauge employee satisfaction.
Prioritize the frontline experience with Aspect
Through focused innovation in workforce technology, Aspect delivers an exceptional frontline experience and improved outcomes for your business. Our deep industry knowledge enables us to deliver more than enhanced features—we create meaningful business impact that surpasses the limited add-ons found in CCaaS systems.
When you invest in your frontline teams, you’re not just investing in employee satisfaction, you’re making a strategic business decision that drives customer satisfaction, operational efficiency, and bottom-line results.
