“Customer centricity” has become the dominant motto of the modern enterprise. Yet there's a key ingredient that's often overlooked in the recipe for outstanding customer experience: highly engaged employees.
Research shows that CX leaders have 60% more engaged employees, and just a 5% increase in employee engagement can drive a 3% increase in revenue. In fact, Gartner predicts that by 2020, agent engagement will be the key differentiator for one out of five contact centers.
If you're looking to increase agent engagement in your contact centers, read Enhancing Agent Engagement: 5 WEM Strategies to Drive Better Customer Experience from the Inside Out.
You'll learn practical strategies for how you can:
Read the ebook to learn about the proven strategies that leading contact centers use today to boost agent engagement, improve retention and enhance skill development to engineer better customer experiences from the inside out.