Aspect Customer Engagement Center Benchmarking Assessment

SEE HOW YOU COMPARE

to your peers, industry best-in-class and other Aspect customers.

Take this 15-minute survey, and receive a free, personalized report from our Performance Improvement Team revealing how you compare, and insights towards improvement in your overall engagement strategy and customer experience.

TAKE THE SURVEY NOW

The Aspect Customer Engagement Center Benchmarking Self-Assessment Survey will allow you to compare your current contact center capabilities and business processes with call center industry best-in-class, your peers, and other Aspect customers.

 

After you and your team complete this 15-minute survey, our Performance Improvement Team will provide you with a free, personalized report that shows how you compare, and share insights to guide you to the areas of improvement in your overall engagement strategy and customer experience. In addition, you will receive a complimentary copy of our 2017 Contact Center Benchmark Annual Report.  

Benchmark Insights: What are we finding?

Survey Question:

On a scale of 1 to 10, rate the ability of your IVR to help drive the desired customer experience. 

In year 2 of our survey, companies continue to feel that, with their current IVR, they do not have the ability to help drive the desired customer experience. IVR experiences vary by design, a good containment rate for one industry might not be desirable or realistic for another one. For example, a contact center that deals with a lot of complex customer issues may use an IVR primarily to help get callers to the right representative, while a center with simple(r) tasks that can be easily automated may benefit from a fully automated journey with the use of a live agent only in “outside of the norm” cases.  The key is identifying your customers' desired experience and then balancing the right level of IVR automation goals to execute against. 

Survey Question:

Do you have a dedicated, full-time Workforce Management team who is accountable for forecasting, planning, and real-time management?

Since we are seeing this trend move in the right direction, we advise you to focus on how to optimize Workforce Management teams.  We often see prospects and customers with dedicated Workforce Management teams struggle with integration to business planning.  There is a significant opportunity to break down barriers and move towards full strategic and operational collaboration.

You will walk away with:

  • An overview of the methodology used to compile your personalized report
  • Side-by-side comparison of your data against your industry, contact center size and business function
  • Insights incorporating the latest trends for each of the five focus areas
  • Complimentary interactive readout session with our Performance Improvement team to discuss findings and recommendations on how to improve your current engagement strategy and customer experience
  • A copy of our 2017 Contact Center Benchmark Annual Report – release date June 5, 2017

 

100%

of participants will receive a copy of our 2017 Contact Center Benchmark Annual Report 
TAKE THE SURVEY NOW

Customer Engagement Center Business Function Representation

Your customized report will include customer engagement center primary function & agent size comparisons.**
Sales*
Customer Service
Collections
Internal Operations

*Includes both inbound and outbound sales

**Multiple selections allowed

Industry Representation

Your customized report will include a peer-to-peer view of how you stack up against your industry.
Healthcare Payor & Provider
Financial Services
BPO/Service Provider
Business Services B2B
Consumer Packaged Goods
Education
Energy & Utilities
Hospitality

Insurance

Manufacturing
Retail
Technology Soft/Hardware
Telecom & Internet Services
Transportation

Five Areas of Focus

This benchmarking survey will walk you through a series of questions that will allow us to benchmark your people, processes and technology investment across the strategic areas critical to enabling a modern customer engagement center. (Click or hover over each box for more information.)
Agent Engagement

Agent engagement and passion is increasingly important and our research shows the majority are working toward these objectives. Since creating a positive customer experience has many intangible elements, giving agents the tools and information they need and trusting Agents to make the right decisions will be increasingly critical.

Agent Roles & Responsibilities

With transactional interactions moving to self-service, leaving more complex and consultative interactions for the agent, it’s becoming more critical for organizations to include more consultative agent skill-sets. Hiring agents that can engage in more consultative customer conversations will be increasingly more relevant in a world that is less transactional.

Workforce Management

Workforce management is the nucleus of the call center, providing valuable insights on forecasting, scheduling, over- and understaffing situations, and new hires/onboarding. Leaders experience 64% greater customer retention rate. (Aberdeen: How to Balance Customer Needs with Agent Productivity)

Interaction Management

Consumers are demanding a seamless experience between channels, one that is personalized, and one that fits in with their life. Multi-channel is no longer the differentiator, customer experience is differentiated by offering the right channel at the time of engagement connecting questions to answers.

Customer Experience

Customer Experience Management (CEM) is dispersed across the organization, with only 32% residing in customer service/contact center. Best-in-class companies have an executive-level champion to support strategic alignment, consistency, and clear objectives across functions and voice and digital channels.

TAKE THE SURVEY NOW
We can answer any questions you have regarding the benchmark and how your or your organization can leverage the process and deliverables to help drive your customer engagement strategy.
Contact Us