Recent research studies confirm what contact supervisors have known for years—an agent's attitude has a significant and direct impact on their productivity, as well as the impression they leave with customers. With more customers seeking their own resolutions through self-service and social media, and with IVRs handling simpler customer interactions, it's clear that the role of the agent is changing. In fact, agents are becoming an increasingly important part of the customer service ecosystem.
Today’s Agents have High Expectations
Just as smartphones have altered the way we interact with each other and the world around us, technology has changed agents' expectations for the workplace. They‘re accustomed to simplified graphical user interfaces, intuitive navigation, optimized screen views and personalization options. Software that falls short of today's technology standards will never be able to stand up to the fast-paced demands of an engaged contact center. Frustrated agents lead to frustrated customers.
For decades, Aspect has been leading the way in agent engagement, providing extremely user-friendly workforce optimization tools that deliver on agents' expectations. The Aspect® Workforce Optimization™ suite makes complex workforce planning actions a snap with its familiar, modern, graphical, icon- and widget-based user interface. By removing technology barriers, Aspect is enhancing the work lives of millions of agents and staff by empowering them to be better at what they do all day long. We’re also giving agents easy access to workforce planning tools through smartphones using our Workforce Mobile solution, letting them manage their schedule from anywhere with ease through channels they use in their every day lives.
Travel and Hospitality Case Study: Improving Employee Satisfaction with Aspect Solutions
Red Roof Inn implemented Aspect workforce planning software and inbound contact center software to dramatically improve agent satisfaction and customer service. Read Case Study
WFO Case Study: Better Job Satisfaction and Productivity
VIPDesk saw increased job satisfaction and improved productivity after implementing Aspect’s workforce management solution. Read Case Study
WFO Case Study: Personalized Relationship with Customers
Trupanion relies on a personalized relationship with their customers. See how Aspect makes this possible with better workforce planning tools. Watch Video