Module Title

Providing Contact Center Leaders and Agents
with the Emotional and Social Intelligence Skills needed
for Creating Exceptional Engagement Conversations™.

Exceptional
Customer
Experience 
through
engagement

What Is Engagement



Engagement is a word that we often hear used in a number of different ways in a business context—it is used to describe customer behavior, define employee commitment, explain the importance of various technologies, clarify the impact of social media, and justify enterprise modifications. Given the many uses of the word, we might begin our discussion of engagement with some simple definitions of engagement, employee engagement, and customer engagement, and then discuss the importance of the people component of engagement.

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What is Engagement?

Engagement is a word that we often hear used in a number of different ways in a business
context—it is used to describe customer behavior, define employee commitment, explain the
importance of various technologies, clarify the impact of social media, and justify enterprise
modifications. Given the many uses of the word, we might begin our discussion of engagement
with some simple definitions of engagement, employee engagement, and customer engagement,
and then discuss the importance of the people component of engagement.

Learn More

4 Challenges to Engagement

Organizations have realized that there is a direct correlation between engaged employees, engaged customers, and shareholder value. A recent poll conducted by the Gallup organization showed that only 29% of Canadian employees and US employees are actively engaged, and 54% are not engaged at all. A full 18% are actively disengaged, which means that they are likely to spread their...  Learn More

7 Steps to Engagement

The EPG Solution is a proven 7 Step Process designed to efficiently analyze your Culture, empower your Leaders, inspire your Agents, and provide knowledge, skills, and resources needed for enriching a culture of engagement.The 7 Step Process includes a roadmap encompassing systematic steps, skill development, tools, and techniques that will positively impact your Culture... Learn More

Why it Works

The foundation of The EPG Solution is based on over 20 years of helping clients implement the systematic, transformational changes needed to increase employee and customer engagement. The process, tools, and techniques are based upon practical experience, research, and best practices. The EPG Solution includes key elements that will help to increase engagement and drive performance. Learn More

CONTACT US: www.theEPGsolution.com