Marrying employee engagement with customer satisfactionby
The need to understand the impact of employee engagement on customer satisfaction is more important than ever. So what needs to be considered?
- Are agents equipped to support our new product?
- Do high value customers feel they are receiving the level of service they deserve?
- What is the relationship between agent engagement and customer satisfaction?
- How has a recent training programme affected customer satisfaction in a high-churn product group?
Gary Schwartz is SVP of product marketing at Confirmit.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.