How can your company gain a competitive advantage? The answer is more simple than you might think – engage your customer-facing employees. The brand of your company is represented by each of your customer-facing employees. By engaging and empowering front, middle and back office workers, you can successfully create loyal brand ambassadors. It is only by leveraging and optimizing these brand ambassadors that will provide the world-class customer experience to set you apart from competitors.

2. Engage
Employees to
Better Serve
Your Customers
Copyright 2014 All Rights Reserved
OpenSpan, Inc.

3. Contents
Gain a competitive advantage 7
Engage Workers 8
Valuable assets 10
Customer experience 12
Size of company 14
Organizational level 16
Who Uses OpenSpan 19
Conclusion 21
Contact Us 23
5

4. Introduction
How can your company gain a competitive advantage?
The answer is more simple than you might think – engage your customer-facing employees. The
brand of your company is represented by each of your customer-facing employees. By engaging
and empowering front, middle and back office workers, you can successfully create loyal brand
ambassadors. It is only by leveraging and optimizing these brand ambassadors that will provide the
world-class customer experience to set you apart from competitors.
7

5. 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 Workers, Don’t Just
Hire People
Agents are more than just hourly workers and need to be considered as strategic assets.
Contact centers are the hub of customer interactions. They now handle multi-channel conversations
with customers, all of which need to be tracked and recorded. Whether through social channels,
phone calls, or online chat, each transaction is part of the overall customer’s journey. The journey
provides an enormous amount of business insight, more than just analyzing each transaction on an
individual basis.
Agents are a valuable asset throughout the customer’s journey and tend to be underutilized. Their
role is demanding – serving the customer, collecting customer data, trying to sell the latest products
and following processes and regulations. If you can make their working environment better and
stronger, agents will become more strategic brand ambassadors.
98

6. Engaged employees are
valuable assets
• Highly engaged employees are:
• More than 2-times as likely to stay late to finish up a pressing need
• More likely to positively enhance and do something good for your company, and
• More inclined to provide recommendations to improve the company
• Companies must engage employees in order to increase ROI, enhance customer experience
and provide an advantage over their competitors.
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013”
1110

7. Customer experience leaders have
more engaged employees
• Customer experience leaders have 75% highly engaged employees, while companies whose
customer experience isn’t as good as competitors only have 34% - meaning two-thirds of their
employees are not fully engaged.
• This data demonstrates that companies with engaged employees deliver better customer
experience. If your company wants to be a customer experience leader, then you must engage
your employees
• There’s no way to become a customer experience leader without engaged employees
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013”
1312

8. Engagement by size of company
• Small companies (less than 5,000 employees) have an advantage over large corporations.
Large companies (5,000+ employees) have to work much more strategically and effectively to
engage employees, as they don’t inherently have engaged employees like smaller companies.
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013”
1514

9. Engagement by organizational level
• Less than half of the individual contributors in an organization, such as agents, are engaged.
• How do you make sure you are driving engagement from your individual contributors?
• An opportunity to ensure your company is driving employee engagement.
• Provide a simplified worker desktop environment to better serve your customers.
• Streamline activities and processes to allow the agent to focus on the customer
Base: 2,456 U.S. consumers employed in for-profit organizations
Source: Employee Engagement Benchmark Study, 2013”
1716

10. 11175 Cicero Drive, Suite 200
Alpharetta, GA 30022
USA
Who Uses OpenSpan
OpenSpan is deployed cross-industry, with Fortune 500 customers in Banking and Financial
Services, Insurance, Telecommunications, Retail and Technology markets including:
Three of the U.K. “Big Four” and four of the top six U.S. commercial
banks in the Fortune 500
Four of the top six managed health plans in the Forbes Global 2000
Three of the top five property and casualty insurers in the Fortune 500
Seven of the top global telecommunications/cable providers
One of the world’s three largest computer manufactures
Two of the top five U.S. food and drug retailers in the Fortune 500 and
two of the leading retailers in the U.K
OpenSpan has the proven capabilities and expertise to help companies of all sizes achieve their
business objectives, setting them apart from competitors.
1918

11. Conclusion
Set your company apart.
There are a plethora of companies that are competing alongside your organization. Your customer
experience can set you apart. By providing world-class customer service through engaged
employees who are able to solely focus on better serving customers, your organization can
advance into a league of your own.
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12. Telephone
General Inquiries (International):
+1 (678) 527-5400
General Inquiries (US + Canada):
(877) 733-1136
General Inquiries UK:
+44 (0) 207 043 3573
General Inquiries India:
+91 80 40300 780
Sales:
+1 (678) 527-5470
Fax: +1 (678) 527-5401
E-mail: sales@openspan.com
Inquiries
U.S.
11175 Cicero Drive, Suite 200
Alpharetta, GA 30022
USA
U.K.
12th Floor
The Broadgate Tower
20 Primrose Street
London
EC2A 2EW
United Kingdom
India
Level 14 & 15 , Concorde Tower,
UB City
1 Vittal Mallya Road
Bangalore, INDIA - 560 001
2322