Knowledge - Insights: White Papers
Enhancing Agent Engagement: 5 WEM Strategies to Drive Better Customer Experience from the Inside Out
EX = CX: A RECIPE FOR SUCCESS
As businesses in every industry increasingly compete on the basis of customer experience, “customer centricity” has become the dominant motto of the modern enterprise. Yet an all-out focus on the customer overlooks the key ingredient in any recipe for outstanding customer experiences: highly engaged employees. Indeed, research shows that EX drives CX.
CX leaders have 60 percent more engaged employees, and just a five percent increase in employee engagement can drive a three percent increase in revenue.
Nowhere is the EX=CX connection more direct and clear than in the contact centre and, given traditionally low agent engagement and high turnover, perhaps nowhere is the opportunity greater. Gartner predicts that by 2020, agent engagement will be the key differentiator for one out of five contact centres.
Savvy contact centre leaders are leveraging new tools and technologies to empower agents with better information, smarter workflows, inspiring feedback and empowering control over their careers.
This ebook offers five proven strategies that leading contact centres use today to boost agent engagement, improve retention and enhance skill development to engineer better customer experiences from the inside out.
Download this white paper - and get the latest Engage Customer news
Engage Customer Insights offers free downloads for registered users. Please complete the form. In addition to providing the white paper download, this also gives you access to our free weekly newsletter and the opportunity to receive invites to our world-class events and webinars.
You might also like...
Optimising Communications in Work-From-Home Environments...
08th December 2020
Understanding What Your Agents are Thinking – Agent...
17th November 2020
The Influence of Mobile Communication on Today’s...
20th October 2020
Joining the Bots...
Enhancing Agent Engagement: 5 WEM Strategies to Drive...
20th November 2020
Future of Work: The Impact on Business, Consumers and...
20th November 2020
The Talkdesk Customer Experience Maturity Model...
15th October 2020
Keep Up To Date - Subscribe To Our Email Newsletter Today
Get the latest industry news direct to your inbox on all your devices.