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.

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