{"id":1508,"date":"2022-03-09T20:44:00","date_gmt":"2023-09-04T20:44:47","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1508"},"modified":"2023-10-29T15:49:59","modified_gmt":"2023-10-29T15:49:59","slug":"workforce-engagement-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/","title":{"rendered":"Improve Workforce Engagement and Customer Satisfaction"},"content":{"rendered":"\n<p>The current moment is all about making better connections; connections with the workforce, with the customer and with new technologies. Customer expectations for personalised service and digitally driven experiences have never been higher. And conversely, there\u2019s never been more pressure on organisations to deliver these exceptional experiences.<\/p>\n\n\n\n<p>At the heart of this customer-centric climate are the service team members. In an uncertain time when many workers are having to adapt to massive change, it\u2019s crucial that businesses support their service teams in every way possible. Not only does delivering a great employee experience drive engagement and build meaningful relationships, it also improves productivity and leads to increased customer satisfaction.<\/p>\n\n\n\n<p>To find out how contact centres are adapting to change, IDC interviewed 400 European enterprises\u2019 contact centre decision-makers during September and October of 2021. Let\u2019s take a look at some numbers from the IDC survey to see how contact centres in Europe can optimise both their employee and customer experiences.<\/p>\n\n\n\n<div class=\"layout-six wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Workforce Engagement Drives Customer Satisfaction<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">IDC analysis from over 400 enterprise contact centre decision-makers and professionals.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/uk\/form\/pdf\/idc-workforce-engagement\/?d=inc-blog-banner\">Download report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"648\" height=\"368\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2022\/03\/idc-workforce-engagement-ebook-landscape.png\" class=\"attachment-full size-full\" alt=\"idc-workforce-engagement-ebook-landscape\" srcset=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2022\/03\/idc-workforce-engagement-ebook-landscape.png 648w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2022\/03\/idc-workforce-engagement-ebook-landscape.png?w=300&amp;h=170 300w, https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2022\/03\/idc-workforce-engagement-ebook-landscape.png?w=150&amp;h=85 150w\" sizes=\"auto, (max-width: 648px) 100vw, 648px\" \/>\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customer-satisfaction-is-the-top-priority-for-european-contact-centres\"><b>Customer satisfaction is the top priority for European contact centres<\/b><\/h2>\n\n\n\n<p>It\u2019s no surprise that customer satisfaction tops the list of priorities for European contact centres, as customers have come to expect connected experiences. But IDC\u2019s findings indicate that many service organisations are still at the beginning of their digital journey. <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Customer satisfaction is ranked as the top business priority for European executives in 2021. It\u2019s also the top goal for contact centre management.<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Despite management\u2019s focus on customer satisfaction, many contact centres are struggling to adapt to new expectations and increasingly complex customer problems. In fact, customer satisfaction is ranked as the top challenge contact centres are facing.<\/span> <\/li>\n<\/ul>\n\n\n\n<p>Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/uk\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">State of the Connected Customer Report<\/a> reveals that 76% of customers expect consistent interactions across departments, but over half say that it feels like departments don\u2019t share information. With this in mind, connecting departments should be a priority for businesses that have yet to do so.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-workforce-engagement-and-customer-experience-go-hand-in-hand\"><b>Workforce engagement and customer experience go hand in hand<\/b><\/h2>\n\n\n\n<p>It\u2019s clear from the report that many contact centre decision-makers are focused on improving their customer experience by improving their employee experience.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">66% of decision-makers say that improved employee experience translates into higher customer satisfaction.<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">85% say that improved employee experience performance metrics have a positive impact on the customer experience.<\/span> <\/li>\n<\/ul>\n\n\n\n<p>Exceptional EX is one of the best ways to optimise CX, increase productivity and create a happier workplace.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-contact-centres-are-turning-to-tech-to-navigate-change\"><b>Contact centres are turning to tech to navigate change<\/b><\/h2>\n\n\n\n<p>Contact centres are turbocharging their tech in order to give their teams the tools they need to succeed. Connecting processes, becoming more data-driven and having a 360-degree view of the customer are becoming imperatives for many organisations.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">42% of surveyed executives say that modern digital tools are the top priority for better employee experiences.<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Nearly 9 out of 10 executives say that technology and data play a vital role in delivering CX.<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Having a 360-degree view of customer records is considered the top technology requirement, while agent access to customer data is the most important customer requirement.<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Although we\u2019ve seen a larger focus on empathetic messaging, the most important personal attribute of agents is that they work at the customer\u2019s pace.<\/span> <\/li>\n<\/ul>\n\n\n\n<p>Customers clearly want agents who have a complete view of their needs, and who can creatively manage their problems in a timely manner. The implementation of self-service options is also on the rise, as chatbots rank as the second most important tech requirement for European contact centres.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-when-it-comes-to-choosing-a-supplier-innovation-is-a-key-concern\"><b>When it comes to choosing a supplier, innovation is a key concern<\/b><\/h2>\n\n\n\n<p>We\u2019re in a transformative moment, and decision-makers are looking beyond the current climate when looking for a supplier. They want a partner that can not only help them keep up with the new expectations for connected experiences but also help to future-proof their organisation for whatever lies beyond the horizon.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">90% of decision-makers consider linking contact centre data and tools with those of marketing, sales and service departments to be important, but only 4% have completely achieved this goal.<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">69% have a strategic enterprise-wide CX initiative that includes their contact centre(s) and prefer a single CX platform supplier.<\/span> <\/li>\n\n\n\n<li><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">The top concern when choosing that supplier is that they have a compelling vision for the future of contact centres.<\/span> <\/li>\n<\/ul>\n\n\n\n<p>Today\u2019s contact centres want technology that can offer a 360-degree view of the customer, deliver analytical insights, provide real-time customer service metrics and surface suggestions for the next best actions. Additionally, they need to provide their teams with software that enables all contact centre activities on a single screen.<\/p>\n\n\n\n<p>Technology isn\u2019t the only way to improve EX, but it\u2019s a great enabler. With solutions like <a href=\"https:\/\/www.salesforce.com\/uk\/products\/service-cloud\/overview\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">Service Cloud<\/a>, organisations can offer a better experience for both their employees and their customers.<\/p>\n\n\n\n<p>To see more insights about how contact centres are navigating change and preparing for the future, you can download the IDC report <a href=\"https:\/\/www.salesforce.com\/uk\/form\/pdf\/idc-workforce-engagement\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">here<\/a>.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69d720357976d&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69d720357976d\" class=\"wp-block-image aligncenter is-resized wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/idc-workforce-engagement-infographic.jpg?strip=all&#038;quality=95\" alt=\"\" style=\"aspect-ratio:0.27521673317737716;width:367px;height:auto\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p> <span id=\"authorRoot\" path=\"\/content\/blogs\/gb\/en\/authors\/\"><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>European contact centres are evolving to meet the customers&#8217; new demands. Discover how workforce engagement can drive customer satisfaction.<\/p>\n","protected":false},"author":1,"featured_media":899,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"da7e6a36e4fd427482986ced24dead2b","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[75,238],"sf_content_type":[],"coauthors":[149],"class_list":["post-1508","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","sf_topic-customer-relationships"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Workforce Engagement Drives Customer Satisfaction - Salesforce<\/title>\n<meta name=\"description\" content=\"European contact centres are evolving to meet the customers&#039; new demands. Discover how workforce engagement can drive customer satisfaction.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Improve Workforce Engagement and Customer Satisfaction\" \/>\n<meta property=\"og:description\" content=\"European contact centres are evolving to meet the customers&#039; new demands. Discover how workforce engagement can drive customer satisfaction.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-09-04T20:44:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-10-29T15:49:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/customer-service-principles-south-africa-header.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"333\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rebecca Mackenzie\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rebecca Mackenzie\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/#\/schema\/person\/image\/8a90933770f166f8149962652f804151\"}],\"headline\":\"Improve Workforce Engagement and Customer Satisfaction\",\"datePublished\":\"2023-09-04T20:44:47+00:00\",\"dateModified\":\"2023-10-29T15:49:59+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/\"},\"wordCount\":813,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/customer-service-principles-south-africa-header.jpg\",\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/\",\"url\":\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/\",\"name\":\"Workforce Engagement Drives Customer Satisfaction - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/workforce-engagement-customer-satisfaction\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/customer-service-principles-south-africa-header.jpg\",\"datePublished\":\"2023-09-04T20:44:47+00:00\",\"dateModified\":\"2023-10-29T15:49:59+00:00\",\"author\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/#\/schema\/person\/601f410a2801f4ddcf6f00cb182e69d3\"},\"description\":\"European contact centres are evolving to meet the customers' new demands. 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