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Customer Engagement Centre Workforce Optimization Market Key Growth Drivers
It must be emphasised that customer engagement should not be confused with customer experience, since engagement refers to a continued relationship with a product or brand, while an experience is at a single point in time. The Customer Engagement Centre Workforce Optimization market encourages companies to be proactive and reach out to customers to spur purchases, build brand recognition, get valuable feedback and gather important information. Examples of proactive customer engagement include surveys not linked to specific transactions, social media postings, reward programs and promotional outreach events. The objective is to build an ongoing relationship with customers that breeds familiarity and some kind of emotional attachment to the brand, product or service.
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Customer Relationship Management is the biggest driver of the Customer Engagement Centre Workforce Optimization market. Customer relationships are the main competitive differentiator making it absolutely essential for companies to engender loyalty. An actively engaged customer is far more likely to participate with the organisation through multiple channels including online self-help tools, mobile Apps, community participation or user group involvements. They would be more willing to provide feedback if asked, utilise the products and services to the fullest and also make valuable suggestions on how to improve them.
Improving customer retention and loyalty is also a Customer Engagement Centre Workforce Optimization market driver. The American Marketing Association estimates that loyal customer patronage accounts for nearly 65 percent of an organisation's typical business’ volume. More engaged customers have a greater probability of purchasing a company’s products and services repeatedly and serving as brand ambassadors. This enables companies to gain a competitive advantage by increasing customer loyalty leading to enhanced revenue and better managed operational costs. Many organisations are thus looking at the Customer Engagement Centre Workforce Optimization market closely to initiate such programs.
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Some of the Customer Engagement Centre Workforce Optimization market key players include Verint, Calabrio, CRMXchange, Aspect Software, Avaya and Genesys.
The research report presents a comprehensive assessment of the market and contains thoughtful insights, facts, historical data, and statistically supported and industry-validated market data. It also contains projections using a suitable set of assumptions and methodologies. The research report provides analysis and information according to market segments such as geographies, types and applications.
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