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Achieving Customer Service Excellence Through the Engaged Employee

Staff, Appian
December 22, 2014

In today's fast-paced world, customers expect companies to proactively respond to service concerns before minor concerns turn into legitimate, deeply entrenched problems. Being able to keep track of communications, and use that information in a collaborative, efficient manner improves both customer and employee experiences within a company.

Our latest E-Guide, entitled Improving Employee and Customer Experience, focuses on how businesses can use transformative workplace technologies such as mobility, social collaboration, and data management, to accelerate decision cycles, empower employees, and strengthen both customer relationships and track customer interactions.

Often times, IT organization focus solely on the end-user or customer experience of an application. While meeting customer expectations is essential, it's very hard to accomplish if your employees are disconnected from services or products delivered to market.

An application platform approach to IT development enables employees to keep up with a 24/7 consumer culture with continuous improvement, rapid product introduction, and improved customer engagement.This approach empowers employees to experiment, take risk, and test new products and service lines, adding to their overall feeling of self-worth, while ultimately making them excited to deliver service to their customer base.

The guide illustrates how conversations no longer take place in silos, and instead, need to be tracked and monitored in a way that lets agents quickly gather information and respond to queries as they arise. These details, amongst others, will be discussed in-depth within this free resource.Download now!

-Mike Ingrisano, Media Relations Manager