Workforce Engagement: A Leading Factor in Next Generation Customer Service

Another great topic and article in 1to1 Magazine.  Mila D’Antonio provides a quick read on a broad topic —Moving to the Next-Generation Customer Service.

‘Investments that help to propel contact centers into next-generation territory will require a focus in three main areas: cross-channel intelligence, social and mobile engagement, and employee empowerment.’

To share Enkata’s perspective, rich analytics capabilities have become a requirement in today’s competitive service center.   Several developments of the past ten years have driven the need for serious analytics capabilities to manage the customer experience and the workforce – multi-channel choices for interaction with customers, the impact of customer voice, and the complexity of service requests through live channels.  Workforce Analytics to monitor and improve performance are a must have for Next Generation Customer Service and Workforce Engagement.