EngageEmployees toBetter Serve

Your Customers

Copyright 2014 All Rights ReservedOpenSpan, Inc.

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

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.

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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.

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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

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

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

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

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

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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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

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