When it comes to CX, there\u2019s some simple math at play:<\/p>\n
Engaged employees + the right tools = improved customer service<\/p><\/blockquote>\n
How does this equation work? What\u2019s the connection between these three concepts? How do you know when your contact center employees are engaged or when you\u2019re using the right tools?<\/p>\n
Read on to learn more about employee engagement, what the right tools are for your contact center, and how the combination leads to better customer service.<\/p>\n
What\u2019s employee engagement?<\/h2>\n
\u201cEmployee engagement\u201d refers to how passionate employees feel about their job and how committed they are to their organization. When you have engaged employees, they put in discretionary effort<\/a> (meaning they go above the minimum that\u2019s required).<\/p>\n
What does employee engagement look like in a contact center setting? Engaged contact center agents care deeply about their jobs, and they want to offer the best customer service solutions to customers.<\/p>\n
Employee engagement isn\u2019t employee satisfaction<\/h2>\n
It\u2019s important to note that employee engagement isn\u2019t the same thing as employee satisfaction. Employee satisfaction just means that an employee is happy with his or her job.<\/p>\n
On the other hand, employee engagement is about motivation, involvement, emotional commitment, and buy-in to company values and culture. An engaged employee is satisfied, while a satisfied employee might not be engaged.<\/p>\n
Employee engagement and better customer service solutions<\/h2>\n
What\u2019s the connection between employee engagement and customer service? The Temkin Group, a customer experience consultancy firm, carried out research that shows that employee engagement is one of four customer experience (CX) core competencies<\/a>. If your employees aren\u2019t engaged, your CX suffers.<\/p>\n
Why is that the case? When your employees are engaged, they deliver better customer service solutions. Engaged contact center agents are committed to helping customers. As a result, customers will have a better experience.<\/p>\n
\n\n \n\t\t\tThe right customer service software engages employees and leads to better customer experiences.\t\t<\/div>\n\n\n\n\t\t\t\t\tTo see how\t\t\t\t<\/div>\n<\/p><\/div>\n