Making workforce engagement sizzle to deliver better customer experiences

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Overview

Increasingly, it’s not the products or services that differentiate a company to its customers, but the quality and consistency of the customer experiences it delivers. This helps explain why 89% of companies expect to compete primarily on the basis of customer experience in 2016, according to Gartner. In order to provide customers with consistent service experiences across each of the channels they use, it’s critical for contact center supervisors leverage Workforce Enagement tools and strategies to be able to capture and understand customer interactions and have the ability to route customers to agents with specific skills that are best suited to assist with customers’ individual needs. Delivering consistent service experiences is also a prerequisite for executing on business objectives.

66% of customers switch companies due to poor service, according to Accenture. By contrast, companies that deliver consistent customer experiences beat other organizations in key areas of business performance. For instance, a 2015 study conducted by Watermark Consulting found that customer experience leaders outperformed the broader market in stock performance from 2007 to 2014. The cumulative returns for customer experience leaders in the study rose 107.5% while the S&P 500 Index gained 72.3%. Meanwhile, the stock performance for customer experience laggards over this time was just 27.6%