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C3 Preview: Customer Engagement Starts with the Workforce - Calabrio - ContactCenterWorld.com Blog

C3 Preview: Customer Engagement Starts with the Workforce

This week is International Contact Center Week, and it’s all about celebrating contact center agents and their hard work on the front lines of customer service. So, it’s only fitting that this is the same week we announce our upcoming Calabrio Customer Connect (C3) conference and speaker lineup. C3 is our annual user conference, and it is a fantastic way for Calabrio customers to come together to share and learn best practices in order to get the best return on their Calabrio investment.

This year’s theme is “Catalyze Growth,” and it’s all about putting customers first. In order to successfully grow a company, brands must find ways to keep their customers engaged. However, customer engagement starts at the employee level, and engaged employees are the key to topline growth.

Employee churn is something that every contact center faces, and brands must continually find ways to motivate employees. The numbers are staggering for what an engaged workforce can actually mean for the company. Bain & Company found that companies that increase employee retention rates by as little as five percent will typically see profit increases ranging anywhere from 25 to 29 percent. In addition, Aon Hewitt published an employee engagement report in 2015 that restated its prior claim that a five percent increase in employee engagement corresponds to a three percent increase in revenue growth the following year. It’s clear that employees are a brand’s number one asset.

To say that brands have an opportunity to realize topline growth by engaging the workforce is an understatement, but there’s just one problem: how? This is the question that companies all over the world are struggling with every single day. With new generations entering the workforce constantly and technology changing just as rapidly, old tactics are—to put it simply—ineffective. If contact centers stay the same, then they’ll miss out on growth opportunities and see an increase in customer churn. To address this, brands must move beyond workforce optimization and strive towards workforce engagement. It’s not just a recommendation; it’s a necessity.

According to Gartner, workforce engagement is all about assessing workforce expectations—particularly for generations coming into the workforce—and implementing technology solutions with employee engagement in mind. In order to effectively improve the customer experience, brands must staff their contact centers with high-performing agents. However, to retain these higher-level employees, they can’t simply focus on improving operational procedures.

Companies must find out what’s important to their employees and understand their priorities, and then implement solutions to support what they want. For example, if agents are looking for more flexibility and self-service opportunities when it comes to their schedules, the company must respond to attract and retain the best talent possible. It may take a lot of work to implement, but the reward will be happier, more engaged employees that will help drive the company towards growth.

At Calabrio, we understand the importance of engaging the workforce because, at the end of the day, it affects a brand’s relationship with its customers and, subsequently, the bottom line. We’ve always believed that the key to growth is creating a committed team and, by celebrating contact center agents year round, we can achieve the experience that they’ve been looking for. We’re committed to building and delivering the best technology to keep agents excited and motivated, and we can’t wait to reveal more about our product roadmap during C3.

There’s still time to register to attend our C3 conference in Minneapolis on October 9-12.

Source: http://calabrio.com/blog/customer-engagement-starts-workforce/

Publish Date: September 13, 2016 5:00 AM


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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
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IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
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NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
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