©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013

Measuring the Impact of Call Center Agents’ Happiness on Customer Experience

©2013 Aspect Software, Inc. All rights reserved

Many Call Center Agents Don’t Have the Right Tools to Do Their Jobs

Only 1 in 6 contact center managers believe customer service agents are very satisfied in their jobs.

40% of call center executives think existing agent desktop software is fair at best, and that’s being generous.

©2013 Aspect Software, Inc. All rights reserved

Better Contact Center Software Leads to Happier Agents

Contact center directors and managers believe that a better software user interface can improve agent performance.

92% believe using agent desktop software with an engaging look and feel improves agent satisfaction

54% believe it improves agent retention

74% believe it improves agent morale

82% say it improves the agent experience

87% believe it improves agent productivity

©2013 Aspect Software, Inc. All rights reserved

Contact Center Management Correlates Agent Experience with Customer Experience

82% of contact center professionals who say their agents are satisfied/very satisfied also report putting a strong emphasis on customer satisfaction and loyalty.

Far and away, contact center management believes and that a better software experience can lead to a higher rates of customer satisfaction.

©2013 Aspect Software, Inc. All rights reserved

Call Center Agent Happiness Directly Impacts the Customer Experience

83% believe a better UI can reduce handle time

74% say a better UI can reduce error rates

74% say a better UI can improve the customer experience

70% say a better UI can improve agent effectiveness

©2013 Aspect Software, Inc. All rights reserved

Aspect’s Agent Experience Initiative:Enterprise Cloud Contact Center and Workforce Optimization Solutions

With the contact center increasingly becoming the focal point for all channels of customer communication, Aspect made a strategic and financial commitment to completely re-architect and tightly integrate the three primary components of the Aspect EQ™ Workforce Optimization™ suite. As part of this redesign, we radically improved our existing user interface, giving it a look and feel and usability that is a quantum leap ahead of any of the other offerings in the WFO industry.

Given the economies of scale associated with hundreds or thousands of agents, even small improvements in often-used software tools can mean big gains for the enterprise.

Aspect ensures a better agent experience through simple and intuitive agent user interfaces and flexible mobility tools.

The Aspect EQ Workforce Optimization suite incorporates a common modern, graphical, icon and widget-based user interface that makes historically complex workforce planning actions a snap. By removing this technology barrier, Aspect is enhancing the work lives of millions of agents and empowering them to be better at what they do all day long.

©2013 Aspect Software, Inc. All rights reserved

Additional Call Center Agent Desktop Optimization Articles:

Aspect EQ™ Desktop Analytics

Aspect Interactive Tiles

Aberdeen: Next-Generation Agent Desktop: Address the Empowered Customer Trend with Happy Agents

Turn Your Lowest Cost Channels into Experiences that Customers Love

The Aspect Agent Experience study was conducted in March of 2016 by Pelorus Associates via a web-based survey of Contact Center Pipeline readers and subscribers which produced 400 usable responses. Respondents were contact center management from manager to CEO to define and understand the linkage between a positive employee experience and satisfaction and the perceived ease-of-use superiority of technology tools.

FIND OUT MOREThere’s a huge opportunity to use better technology to improve the agent experience and, as a result, the customer experience. Visit www.aspect.com