2017 Aspect Software, Inc. All rights reserved

Transcription

1

2 Agent Engagement: Customer service agent engagement is best described as feeling good about, satisfied with, and committed to your job.

3 The State of Agent Satisfaction 62% Of customer service agents report being satisfied in their job 62% 61% 70% Total Male Female Higher Engagement Higher Empowerment 78% 77% Engaged and empowered agents are notably more satisfied vs. the average. 0% 50% 100% Q: How satisfied would you say you are currently with your job as a customer service representative? (1-5 scale) 22

4 Employment optimism however, is lower than satisfaction with customer service agents 41% The number of agents who are optimistic about opportunities for advancement in the contact center where they work. Engaged and empowered agents are more optimistic than the average. Total Male Female <100 Employees Employees Employees Younger Millennials Older Millennials GenX/Boomer Higher Engagement 41% 47% 40% 31% 44% 53% 45% 47% 37% 49% More than a third of all agents (35%) don t plan on staying where they are currently employed. Higher Empowerment 53% 0% 20% 40% 60% Q. Do you feel there are opportunities for you to be promoted and/or advance in your career at the customer support center or customer service center where you are currently working? 23

5 Employee engagement as a whole is on the decline 58% 60% 62% 65% 62% The Agent Experience survey data clearly indicates engaged agents are happier and plan on staying in their jobs longer. However, a recent study by Aon Hewitt revealed that employee engagement dipped for the first time since Global employee engagement* Engaged customer service agents represent big productivity and customer loyalty opportunities for organizations. *The 2017 Trends in Global Employee Engagement Report, Aon Hewitt

6 Factors holding back customer service agent engagement 94% 75% of agents say the ability to move up in their organization is important to their engagement. 46% 76% feel responsibility and autonomy is important to their engagement. However 61% of agents feel an environment where they are respected as individuals is important to their engagement. However 65% However of agents say their current employer provides such opportunities agents feel like the contact center they work in gives them autonomy or responsibility. of agents feel their employer is providing such an environment. Opportunity Responsibility Respect 26

7 Agents are also more responsive to goals vs. contests 52% 49% 44% 16pts. There is a sizable difference between agent preference for goals to help them reach their objectives vs. contests to do so. Help me reach my goals more consistently 36% 33% 32% Help me better respond to customer questions/issues Enable me to service customers faster Goals-based motivation Agents across the board feel goalsbased programs are more impactful to their overall performance. Contest-based motivation Q. Based on your experience as a customer service representative, using the star ratings, Please let us know how much you agree or disagree with the following statements about goals and contests.

8 Engaged agents: far more responsive to contests vs. non-engaged agents Contests set by management help me 43% 38% 38% 20% 18% 17% reach my goals more consistently better respond to customer questions/issues Service customers faster Employee motivation and engagement, not better contests, are needed to help agents achieve their goals. Engaged Non-engaged

9 Engaged agents are even more responsive to goals vs. non-engaged agents Goals set by management help me 63% 59% 52% 24% 22% 24% reach my goals more consistently better respond to customer questions/issues Service customers faster Engaged agents thrive on clear goals. Nonengaged agents are only slightly more motivated with goals vs. gamified programs. Engaged Non-engaged

10 Summary Engaged agents: Want to handle more complex customer situations Are more satisfied and are more committed Are less likely to leave Are positive about moving up in the organization Are more motivated by goals and contests 30

11 Part III: The Software Experience: Agents Perspective Coming August,