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Report Calabrio Enhancing Agent Engagement

Enhancing Agent Engagement

5 WEM Strategies to Drive Better Customer Experience from the Inside Out

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.

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Five 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.