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.
Nowhere is the EX=CX connection more clear than in the contact centre. Given low agent engagement and high turnover rates, perhaps nowhere is the opportunity greater. 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.