Companies everywhere face a mounting challenge: keeping employees engaged while meeting customer expectations. Employee experience and customer experience have become intrinsically linked because of this new mandate, and the contact center serves as the nexus for change.
The actions of agents who are empowered to act in the customer's best interests and are equipped with the digital tools to engage proactively should correlate to improvements in the customer experience.
Join us 3/10 and learn the impact of the agent experience on the customer experience. We will discuss a survey on how agents are equipped in the workplace to deliver on performance, engage with customers across channels in personalized and proactive ways, and identify the obstacles preventing proactive engagement.
