workforce managementNo matter how good your products or services are, your employees are often the true face of your business. They answer the “front door” your customers knock on to get their questions answered or their problems resolved. They smile (in a “virtual way”), they say please and thank you, and ask if there’s anything else they can do. But even your best agents and employees need as much help and support as they can get if you want your company to be the “it” brand!

Your job is to make sure your people are prepared and engaged, so that your customers keep coming back for more!

So what’s the trick?

EMPOWERMENT! Enable your employees to be the customer advocates and brand ambassadors you want them to be.

We’ll be covering this and more at the Hooked on Customers Summit, which is a series of thought leadership webinars organized around customer-centric practices, as revealed in the book Hooked On Customers by Bob Thompson, CustomerThink Founder & CEO. The virtual event covers four major topics, including Voice of the Customer, Analytics and Big Data, Employee Empowerment, and Customer Delight.

In the third webinar in the series, being held Tuesday, October 21 at 10:00am PDT, you can find out how Empowering Employees with Authority, Information and Motivation helps enhance customer experiences and downstream loyalty behavior.

Learn from the experts!

As part of our session on emowering employees, Bob Thompson will share compelling key findings and best practices from the 2014 Customer-Centricity Research. He will provide details on what good leaders do differently, and the five essential customer-centric habits: Listen, Think, Empower, Create, and Delight.

Michael Lowenstein, who is a noted author and Thought Leadership Principal at Beyond Philosophy, will demonstrate how progressive companies build on the basics of employee satisfaction and engagement, and move to employee ambassadorship.

I will join the discussion to detail how technology like workforce management is an increasingly important variable in the customer experience equation. We’ll talk about how your workforce is on the “moment of truth” front lines of customer engagement, and how the knowledge and skills you provide them with can be their greatest weapons.

Discover how contact center and workforce management solutions can empower agents to be the brand ambassadors that you want them to be. Join us at the Hooked on Customers Summit, register today!

Yvonne Ba

Yvonne Ba

Yvonne Ba provides the marketing force behind some of Genesys’ leading Customer Experience and Continuous Workforce Optimization portfolios. In this role, Yvonne provides the marketing strategy, awareness, sales enablement and engagement for next generation innovations and contact center capabilities. She...