Much has been written about the constant change in the expectations consumers have for customer service. From the strongly-worded letter and social media brand shaming to the ever-growing preference to conduct agentless support interactions when/where possible, consumer behavior is a lot like the weather in Chicago: wait 15 minutes and its likely to change.
But little, or at least not nearly enough has been written about the changes customer service agents go through that impede their engagement and impact their ability to provide great service. In an earlier post, I wrote about the 2018 Aspect Agent Experience Index and how agents were asked to reveal the factors they felt made them happier and more engaged in their work. While greater work/life balance, a respectful work environment and a higher salary were at the top of the list, 73 percent of agents said having the ability to use simple, easy-to-use software was important to their engagement and to their ability to provide better service to their customers.
What is noteworthy is that the number of agents who said having a good software user experience was important to them rose 7 points from last year, one of the biggest gainers of all the factors we measured.
Information like this is why Aspect pays so much attention to the agent experience. You can have the best features and functionality on the planet in your software but if a customer service agent doesn’t want to use it because it’s too complicated or because getting the information they need in a manner they want is far too labor intensive, what’s the point?
The simple and known truth is that today’s agents grew up on screens and apps and swipes so making the regress to spreadsheets is akin to asking them fax you their time off requests. The more you can cater their user experience to what they are used to and comfortable with, the smoother training and onboarding will go and the greater their productivity will soar.