It goes without saying that an engaged employee is a more productive employee. Although engagement is not wholly about the bottom line, research suggests that revenue growth amongst organisations with “above average” employee engagement is over twice that of organisations where the workforce feels disengaged.
Engagement could be defined as the emotional and functional commitment an employee has to their place of work. It is important to recognise that these two elements – function and emotion – are closely linked.
One of the key drivers behind engagement is the ability to do your job to the best of your ability. Businesses have a vital role to play in enabling this, by providing the right technology and applications and empowering employees with the tools to do their job.
Negative customer experiences are often down to agents not having access to the right information at the right time, or not being able to respond to customer enquiries in a timely manner. Choosing the right contact centre platform can go a long way to reducing these root causes of bad customer service.