The direct connection between the employee experience and customer experience is clear. In fact, Gallup found that businesses with cultures of high employee engagement achieve a 10% increase in customer ratings and 20% increase in sales. A positive employee experience is especially critical for team members who interface with customers: when customer service representatives are happy and confident that they have the knowledge they need, they work more efficiently, and customers feel greater confidence in the information they receive.
In this session, Tammy Shelman, Vice President of Customer Experience at AGIA Affinity, shares how her organization uses knowledge engagement strategies to ensure Member Benefit Advisors can quickly access the most up-to-date information and deliver exceptional service.
Watch this On-Demand Webinar to Learn: