Here’s a rather unsurprising fact: When employees feel confident, at ease and empowered to do their job, they will ultimately perform better.
It may seem like common sense, but drilling down into the specific costs and benefits associated with state-of-the-art agent tools, vs. the current status quo, reveals some significant financial considerations. In an online survey conducted by Pelorus Associates, we found a consistently strong belief among contact center managers and directors that better tools would result in better agent performance.
And the outcome of better performance? More satisfied customers.
Most companies will name customer satisfaction as a top priority for their contact centers because happy customers generate more future business in the form of repeat customers and referrals. Gartner points out that about 65% of a company’s business comes from existing customers, and it typically costs about five times more to attract a new customer than to keep an existing one satisfied.
If better desktop tools can help make a difference in keeping your current 65% happy, maybe it’s an investment worth exploring.
Want to see the full Pelorus survey results and conclusions? Download our free eBook: Happy Agents, Happy Customers: Quantifying the Value of Modern Agent Tools
Check out the infographic below for an at-a-glance overview!
- [White Paper] Frost & Sullivan: The Analytics-Driven Contact Center - March 10, 2020
- [Webinar] Going Beyond Channels: The Importance of Delivering Omnichannel Experiences - January 23, 2020
- Infographic: 5 Time-Intensive Tasks Your Workforce Management Software Should be Doing for You - December 6, 2019