Employee Engagement: The Key to Great Customer Experiences

The philosophy behind optimizing contact center performance has 
fundamentally changed.

Contact center managers and supervisors used to ask, “How do we get our agents to perform better?”

In contrast, today’s contact center leaders are asking, “How do we create an environment where our agents want to perform their best every day?”

The reason for this shift is simple. Research clearly shows that highly engaged contact center employees stay with their current jobs longer and perform better. Most importantly, employee engagement is a major factor in determining the quality of customer experience.

As Alvaria Chief Product Office and CMO Michael Harris likes to say, “It’s impossible to have an exceptional customer experience without having an exceptional employee experience.”

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