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Modernization in today's contact centers

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The link between employee engagement and customer experience

Some experts argue that good customer experience hinges on engaged employees -- and that means all employees, not just those in contact centers.

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Modernization in today's contact centers

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Contact center employees can expect some changes in 2014. As customer experience becomes more central, its correlation to employee satisfaction and retention is becoming clearer. In call centers, employees can expect a more rewarding job where they feel empowered and are recognized for the value they bring to their organizations, says Sarah Stealey Reed, content director at the International Customer Management Institute.

"There was a greater acknowledgement of the power of the agent in 2013," said Reed, "and we are now going to see that ramped up and run with in 2014."

For more on employee engagement

Can social networks lead to engaged employees?

Employee recognition ramps up workplace engagement

While customer engagement is a well-known and booming trend, Reed predicted that employee engagement is about to become almost as important. Trends support this notion, as many companies invest in various tools to increase employee satisfaction and engagement.

Studies have shown a positive correlation between a pleasant, upbeat work environment, employee engagement and customer satisfaction, leading some experts to draw the conclusion that employee engagement is the key to customer engagement.

For more on the importance of contact center agent satisfaction, check out this podcast.

This was first published in January 2014

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Essential Guide

Modernization in today's contact centers

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