Employee Engagement In The Contact Centre – Genesys White Paper
Today, it is rare to read HR or management press without some mention of employee engagement and why it is important. This is largely because, at this time of increasingly commoditised products and services, it’s widely recognised that engaged employees can have a significant impact on how customers view organisations and their products and services.
Engaged employees go the extra mile
They will try harder to solve a customer’s problem. They will stay late to help a colleague with a deadline. They’ll answer the phone at 6:01 PM, even if their shift has just finished. Engaged employees lead to overall better business outcomes. In fact, according to Towers Perrin research, companies with engaged workers have 6% higher net profit margins, and according to Kenexa research, engaged companies have five times higher shareholder returns over five years.
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Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel. Every day, 11,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships.
Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.