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Why numbers matter - Linda Simonsen - ContactCenterWorld.com Blog

Why numbers matter

Numbers talk. And if you want to convince a senior decision-maker that making an investment, any investment, is a good idea, you will need serious numbers to back your case.

Which is why it’s been fantastic that a number of senior leaders in the industry have asked my permission to distribute the FuturePeople Contact Centre Revolution video to their leadership teams. They want to use it as an educational tool around the links between people, profit and engagement. Most interestingly, a number of them want to use it to manage upwards.

Ultimately for senior management, in any decision to create change it’s largely about the numbers; they just have to stack up. And the thing with the Contact Centre Revolution video is it’s a pretty quick way of demonstrating the value of engagement to a senior manager who is most interested in the bottom line. For example, one statistic from the video:

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

“In 2012 engaged employees reported 50% higher job satisfaction, 45% better job performance and 33% lower turnover intention.”

If you haven’t seen the Contact Centre Revolution video yet, take a look. And for a more detailed look at the business case for investing in engagement, download the FuturePeople Heartonomics report here. Believe me, the numbers stack up...

Publish Date: May 12, 2014 4:48 AM

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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

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