Enhancing Agent Engagement

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,1 and just a five percent increase in employee engagement can drive a three percent increase in revenue.