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There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. It’s not quite as simple as that, but as a generalization it’s not too far off. Employees are the driving factor behind customer satisfaction. Employee interactions set the tone for a positive or negative customer experience. When employees aren’t happy at work, their interactions with customers can, and almost always will, suffer. Over the course of time, this can have serious repercussions for a business.

Call centers can be management-intensive, especially when they use outdated software. Antiquated call center technology can prevent you from meeting your CX goals, frustrate your agents, cause you to overrun your budget, and make the call center an internal punching bag. In short, it can really ruin your day!

As the main point of contact between your organization and its customers, the contact center offers a significant opportunity for competitive differentiation. Today’s customers demand an outstanding experience in exchange for their loyalty, and speech and text analytics play a key role in enabling your organization to deliver on those demands.

Technology is rapidly changing how companies of all types and sizes conduct business. This is true in the realm of customer service and support. Using artificial intelligence (AI) in the right ways can provide businesses with a range of benefits. One of the technologies that have helped to reshape the customer service experience is the AI chatbot. Before we get into the benefits of using an AI chatbot, let’s first get a better understanding of what this technology is and how it works.

If you’ve interacted online with pretty much any sort of business in the past year, there’s a good chance it was handled by a chatbot. Lately, I’ve encountered more local small businesses using them to take orders and answer questions. The convenience offered by their chatbot helped to win my business. And they seem more prevalent than ever. Have you noticed the proliferation of chatbots on websites and social media platforms? The chatbot is one modern technology that’s more than a trend; it’s becoming an important part of customer service and leveraged by businesses that want to stay ahead of the competition in their sector.

When it comes to employee engagement, the research and survey data consistently find that engaged employees perform better, churn less, and are happier at work. That’s not surprising. The tricky part is knowing how to foster engagement such that employees are motivated, personally invested in their work, and committed to their own success and the success of the business.

A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start.