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Garry Ovenell: Speaking at the Smart Communication + Connected Business Expo

Garry Ovenell

Employee Engagement: The Secret Ingredient Your CX is Missing  -  Talkdesk

Employee Engagement: The Secret Ingredient Your CX is Missing

You can design excellent customer journeys, develop efficient operational processes to support them, and invest in the right technology to make it all possible. But without well-trained, highly engaged contact centre staff that feel valued and empowered to succeed, you'll still miss the mark when it comes to delivering a world class customer experience. According to Gallup, businesses with high employee engagement experience 24% lower turnover, 17% higher productivity, 20% higher sales, and 10% higher customer satisfaction than their disengaged counterparts. Developing a highly engaged workforce requires a commitment to providing a great employee experience. Fortunately for today's CX and contact centre leaders, a number of innovative technologies are well-positioned to contribute to a better employee experience in the contact centre of the future.
Join Talkdesk's Head of Solution Consulting, Garry Ovenell as he explores how the right combination of strategy, process, and technology can help customer-obsessed organisations cultivate employee engagement and unlock their true CX potential.

3 key delegate takeaways from session:

• AI-infused knowledge bases and virtual assistants that streamline customer interactions
• Powerful integrations and process automations that eliminate mundane tasks
• Intelligent QM and coaching tools that facilitate skill development and career growth

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