How Customer-Centric Leaders Empower Employees to Deliver at the Moment of Truth
Workforce Management & Agent Motivation to Deliver Great CX.
Empowerment is one element of Customer-centric Business Management (CBM), which Bob Thompson, CEO of CustomerThink, defines as:
Delivering the total customer value that drives genuinely loyal customer attitudes and behaviors in a target market.
Bob Thompson authored this white paper, taking an anecdotal approach to share how big brands like Southwest, IBM and Zappos have succeeded in delivering exceptional CX through contact center workforce management and motivation.
Download this CustomerThink white paper to hear how customer-centric leaders empower their employees to deliver delightful customer experiences, create higher levels of customer loyalty, and ultimately drive business value.