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CLONE YOUR BEST AGENTS

Clone Your Best Agents: A 7-Step Approach






In a world where competitive advantage based on products, and even operational
efficiencies, has eroded, businesses look at CUSTOMER ENGAGEMENT as the ONLY
TRUE DIFFERENTIATOR. In a recent survey of enterprises, sponsored by eGain, 77%
of respondents agreed that CUSTOMER ENGAGEMENT PLAYED A PRIMARY ROLE IN THEIR
OVERALL BUSINESS VALUE PROPOSITION.

Delivering good service is not easy, though. M&As, product life cycle
compression, and outsourcing make it difficult, if not impossible, for customer
service organizations to keep their agents up-to-date on best-practice
interaction and customer engagement processes, service compliance, contextual
sales, and product knowledge.


How can companies provide distinctive customer service and boost sales in this
environment? “CLONING” THE CAPABILITIES OF THE BEST CUSTOMER SERVICE
REPRESENTATIVES across the agent pool—in-house and outsourced—is a powerful
approach that can HELP IMPROVE THE QUALITY AND VALUE OF ALL INTERACTIONS with
customers. Starting with a unique Agent Cloning™ Framework, this paper shows you
how to implement a cloning program to take your customer engagement capabilities
to new levels.





Download & Read Now





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