INSPIRATION
APRIL 2025 | VOL. 4 | ISSUE 29
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Increased churn rates and decreased customer loyalty
Real-time agent assistance and enterprise-wide gamification
Improved collaboration with remote agents and impactful training opportunities
AI-powered forecasting and integrated knowledge management
Which of the following is NOT a benefit or feature associated with modern Workforce Engagement Management (WEM) solutions enhanced by AI-powered tools?
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AI as a composer: Making beautiful music while we work
Correct Answer:
Increased churn rates and decreased customer loyalty
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Customer Contact (CC) providers that imbue CC suites with tools that offer insights into the human side of customer interactions stand to reap long-term benefits such as greater customer and employee loyalty, lower churn rates, and more customer lifetime value.
Agents also need the training and assurance that using AI tools will enhance their performance, reduce tedious tasks, and assist them in their career paths, even in the presence of fears that virtual agents could potentially replace some jobs.
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How Employee Engagement Can Boost Customer Loyalty
CE INSIGHTS
By Stacy Sherman
CX Keynote Speaker
Advisor and Author
Why Your Hiring Process
Is More Critital Than You Think
Better Hiring Brings
Brand Advocates
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Creating Metrics to Quantify
Business Value
Fueling Decision-Making
with Data
Presentation by Michael Wireko
Former Vice President
Customer Care
Grubhub
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By Mark Levy, Vice President, CX
Frontier Communications
Customer Engagement Leadership Council Member
10 Ways to Future-Proof
Your Customer Experience Career
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A new breed of workforce engagement management (WEM) solutions enables accurate and timely agent-assist, enterprise-wide gamification, impactful training and career paths, AI-powered forecasting, integrated knowledge management, collaboration across the enterprise, and more engagement with remote agents.
Solution providers are increasingly fortifying agent performance with AI-powered analytics and tools that focus on how the customer feels and real-time impacts on customer interactions.
Customer Contact providers that imbue tools that offer insights into the human side of customer interactions stand to reap long-term benefits such as greater customer and employee loyalty, lower churn rates, and more customer lifetime value.
GROWTH OPPORTUNITIES
Prediction #2- Employee Engagement Aims to Boost Customer Loyalty.
Frost & Sullivan’s 2024 Contact Center Customer Perspectives survey correlated happy agents and customer satisfaction to revenue growth. This is important in an era in which brand loyalty can be made or lost on a single good or bad interaction. The workplace now includes four generations (Baby Boomers, Gen X, Millennials, and Gen Z). Digitally, businesses must carefully consider the effectiveness of tools that facilitate onboarding, quality monitoring, and training for each age group.
Creating an environment that functions well for a diverse workforce requires empathy from the top level of an organization and a targeted approach to employee engagement initiatives by contact center leaders. Agents want tools and technologies that help them more easily assist customers,
Read more from the report here.
Predictions for Customer Experience (CX) Transformation, 2025 to 2026
Customer engagement insights
How AI Will Transform -
Not Replace - Your CX Role
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The 20th Anniversary Customer Contact East: A Frost & Sullivan Executive MindXchange