Prepare for the new age contact centers - engage agents, not just hire people. Engaged employees are valuable assets and customer experience leaders have more engaged employees. We present statistics on engagement by size of company, age of employee, and by organization level. Finally we discuss some OpenSpan use cases where engaged employees led to increase in cross-sell, improvement in CSAT scores and higher profitability in the call center.

1. The Customer Experience Imperative:
A Contact Center Leader’s Boot Camp
for Surviving in the New Economy
2013 Webinar Series – Time with the Experts

2. The Customer Experience Imperative: A Contact Center
Leader’s Boot Camp for Surviving in the New Economy
What to Expect Today
•
•
Employee Engagement: Maximizing Your Critical Assets
•
2
Introduction
Q&A

3. Meet the Speakers
Bruce Temkin
Anna Convery
Managing Partner and Customer
Experience Transformist
EVP, Strategy
The Temkin Group
3
OpenSpan

4. $120,000,000,000
120,000,000
30,000,000
© 2006-2013 by OpenSpan, Inc. All rights reserved.
Sources: ILO, US Bureau of Statistics, Benchmark Portal

5. Global Investment in
Hourly Transactional Workers
$525,000,000,000
© 2006-2013 by OpenSpan, Inc. All rights reserved.

6. Prepare for new age contact centers…
Copyright © 2013 Temkin Group. All rights reserved.

7. Prepare for new age contact centers…
•
•
•
•
•
•
•
Multi-channel conversations, not just phone calls
Enable journeys, not just transactions
Measure customer success, not just interaction costs
Blend with self-service, not just deflect calls
Predict needs, not just respond to requests
Gain business insight, not just analyze interactions
Evolve based on feedback, not just survey customers
Copyright © 2013 Temkin Group. All rights reserved.

8. Prepare for new age contact centers…
•
•
•
•
•
•
•
Multi-channel conversations, not just phone calls
Enable journeys, not just transactions
Measure customer success, not just interaction costs
Blend with self-service, not just deflect calls
Predict needs, not just respond to requests
Gain business insight, not just analyze interactions
Evolve based on feedback, not just survey customers
What does this mean for
agents?
Copyright © 2013 Temkin Group. All rights reserved.

9. Prepare for new age contact centers…
•
•
•
•
•
•
•
Multi-channel conversations, not just phone calls
Enable journeys, not just transactions
Measure customer success, not just interaction costs
Blend with self-service, not just deflect calls
Predict needs, not just respond to requests
Gain business insight, not just analyze interactions
Evolve based on feedback, not just survey customers
Engage agents,
not just hire people
What does this mean for
agents?
Copyright © 2013 Temkin Group. All rights reserved.

10. Engaged employees are valuable assets
Stay late at work if something
needs to be done after your
normal workday ends
87%
37%
Do something that is good for
your company even if it is not
expected of you
Recommend that a friend or
relative apply for a job within your
company
Make a recommendation about
an improvement that can be
made in your company
Base:
Source:
70%
34%
Highly
engaged
employees
64%
10%
Disengaged
employees
59%
20%
2,456 U.S. consumers employed in for-profit organizations
Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.

11. Customer experience leaders have more
engaged employees
CX worse
than competitors
34%
66%
Base:
Source:
CX significantly better
than competitors
Highly /
moderately
engaged
employees
25%
Less engaged
employess
2,456 U.S. consumers employed in for-profit organizations
Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.
75%

12. Engagement by size of company
Base:
Source:
2,456 U.S. consumers employed in for-profit organizations
Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.

13. Engagement by age of employee
Base:
Source:
2,456 U.S. consumers employed in for-profit organizations
Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.

14. Engagement by organizational level
Base:
Source:
2,456 U.S. consumers employed in for-profit organizations
Employee Engagement Benchmark Study, 2013
Copyright © 2013 Temkin Group. All rights reserved.

15. Large Financial Services
Agile Agent Desktop: 14,000 Agents
Results:
• Agile agent desktop + automations deployed within 90 days
• Decreased training times
• Increased cross-sell by 20 percent
6-Month ROI

16. Leading U.S. Wireless Carrier
14,000 Agents
4
Months
to Deploy
9
Reduced Each
Call By seconds
$18 million
projected savings

17. Q&A
© 2006-2013 by OpenSpan, Inc. All rights reserved.

18. Time with the Experts – Future Episode
DATE
EPISODE TOPIC
November 14
Emerging Strategies for Driving More Profitable Customer
Relationships
www.openspan.com/2013webinars
© 2006-2013 by OpenSpan, Inc. All rights reserved.

19. Thank You for Participating!
If you would like more information, feel free to send us an
email or give us a call.
info@openspan.com
US/Canada: +1 (678) 527-5400, (877) 733-1136
UK: +44 (0) 207 043 3573
India: +91 80 40300 780
Join the OpenSpan conversation!
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© 2006-2013 by OpenSpan, Inc. All rights reserved.