Improving Agent Experience is Essential for Improving Customer Satisfaction and Loyalty
NICE inContact (Nasdaq: NICE) today announced the findings from its latest research study, detailing the experiences, opportunities, and challenges of contact center agents who are a vital link to improving customer satisfaction and loyalty. The State of Experience and Engagement in Today's Contact Centers study, commissioned by NICE inContact and ICMI, polled over 150 agents across 20 different industries to better understand where they view their greatest impact on customer experience, serving as effective brand ambassadors, and inspiring brand loyalty and lifetime value.
Sitting on the front lines of the customer experience strategy, agents have an outsized role in ensuring long-term sustainable growth driven by the contact center. Research firm Gartner has found that 86% of customer experience executives rank employee engagement as a top factor in delivering improvements in CX. By easing key agent pain-points, eliminating skills gaps and handing agents the tools they need to succeed, contact centers can ensure consistent, engaging customer experiences that drive positive business outcomes.
Key findings include:
"Customer expectations are constantly evolving, from the digital-first tools they use to engage with businesses to the types of exceptional experiences they seek on a daily basis," said Paul Jarman, NICE inContact CEO. "Best-in-class contact centers need to support their agents in the same way, delivering the seamless experiences that enable speedy resolutions. Our study spotlights the very real need agents have for a solution that eliminates bouncing between interfaces and windows and supports solving high-impact issues for customers."
Contact centers in this study support a wide assortment of channels, wth 69% currently offering five or more different channels of service. With regard to the size of their contact centers, 52% represent small contact centers, those with 150 or fewer full-time equivalents (FTEs); nearly one-quarter represent medium-sized contact centers of 151-500 FTEs; and large contact centers (>501 FTEs) account for 25%.
NICE inContact CXone delivers the world's most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market aimed at transforming experiences for customers and agents alike. CXone drives greater efficiency, satisfaction and retention among agents while improving customer acquisition and growth metrics.
Organizations looking to better support their agents and provide effortless experiences are invited to take the NICE inContact Agent Experience (AX) Maturity Assessment to determine AX readiness and ultimately grow customer satisfaction: take the online assessment.
About NICE inContact
NICE (Nasdaq: NICE) is the world's leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com
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