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2 2 Visit aspect.com to learn how we can help you with solutions like these. needs are resolved May span multiple channels or devices until the customer’s Technologies in the Contact Center that Drive weet uccess Leverage the right analytical tools: 4 out of 5 companies have enough customer data but don’t know how to use it effectively. Social media monitoring Customer analytics Customer experience Knowledge management Search engine optimization Data quality / integration Content management Social collaboration/ Contact centers incorporating agent desktop optimization drive 82% greater annual increase in agent productivity. Look for the hidden cost of poorly optimized agent desktops. Assuming that a contact center with 300 seats is paying $30,000 for the annual salary of each agent: $2.34 million annually $1.26 million annually engagement tools management (CEM) 77% 69% 63% 46% 63% 45% 63% 47% 61% 37% 58% 38% 56% 35% 59% 32% All Others Best In Class Businesses gain 91% greater year-over-year client retention with omni-channel CEM. 26% of agents’ time spent looking for unnecessary information would cost: 14% of agents’ time spent looking for unnecessary information would cost: Minkara, O. (March 2014.) State of the CEM Market 2014 Minkara, O. (Oct. 2013.) Next-Generation Agent Desktop Minkara, O. (Oct. 2013.) Omni-Channel Customer Care AberdeenGroup Find your sweet spot with contact center technology. Works Cited: Next- Generation CRM Only 30% of businesses currently have a formal strategy in place to create a single view of all customer interaction data. Agent Desktop Optimization Omni-Channel CEM Best-in-class companies use technology more widely than peers: Ability to detect and address customer needs seamlessly within a single interaction 63% of best-in-class companies have rapidly adapted to multi-channel and multi-touch business environments. C M Y CM MY CY CMY K sweet-success-print85x14.pdf 1 4/3/2014 8:25:15 AM
