Redefining User Experience

White Paper: Improving The Agent Experience Moves The Needle On Customer Satisfaction (source: Amdocs and Forrester Consulting)

• Although improving customer experience is the primary goal of many businesses, few earn an "excellent" or "good" customer experience rating
  
  
• Improving agent experience has a direct impact on increasing customer satisfaction - 46% of respondents said this correlation held true over 80% of the time, and 47% said that this correlation held true between 50% and 80% of the time. Only 1% said that there was no correlation between a good agent experience and service outcome
  
  
• Almost half of respondents said that the main challenge their contact center faces is that their agents don't always know where to find the answer to a customer's request
  
  
• 35% of survey respondents said that their top priority would be to give the agents most, if not all the information they need to answer a customer's request on a single screen
  
  
• Reviewing the findings for Amdocs, Kate Leggett from Forrester recommends actionable steps that service providers can take to improve the agent experience

The research, conducted by Forrester, surveyed leaders from 68 service providers worldwide who had direct knowledge of the contact center agent toolset, and customer service organizations of more than 250 agents.

White Paper: Improving The Agent Experience Moves The Needle On Customer Satisfaction (source: Amdocs and Forrester Consulting).

Press and Global Coverage

	TMCnet: Amdocs Customer Management 8.1 Redefines Agent and Customer Experience "Amdocs...just gave service providers contact center agents' the tools they need to improve their effectiveness and efficiency."
	Billing World: Amdocs Intros Customer-Management Update "...the market's most comprehensive suite of customer management products..."
	Connected Planet: Amdocs' Zohar says telecom customers still opt for assisted sales and care "(Amdocs) platform aims to improve CSR and in-store rep efficiency via a variety of process and user interface improvement."
	IT Wire: Amdocs' tools to help telcos lift their customer service game "...Amdocs CM 8.1 can deliver Up to 20 percent reduction in average handling time for device-related calls; up to 30 percent increase in first call resolution of device-related calls; up to 40 percent cost reduction of non-faulty device returns."
	Amdocs Press Release: Latest release of Amdocs Customer Management (CM) suite increases agent efficiency, simplifies the user interface, improves smartphone support, and automates the order-taking process
	Amdocs Whitepaper: Improving The Agent Experience Moves The Needle On Customer Satisfaction