Cultivate customer engagement, and you’ll drive sales. Even in a challenging economy, brands that invest in digital customer engagement can experience revenue growth.

For call centers, the path to better customer engagement starts with empowered agents.

Deloitte’s latest research shows that agent retention and engagement can help create better customer experiences. A great customer experience is largely dependent on “skilled, experienced, and satisfied” workers who can serve both the company and the customer.

Most agents are active on multiple channels and apps simultaneously: internal process interfaces like CRM and knowledge base, external engagement channels like web chat and social media.

Without a unified, connected solution, agents are forced to shuffle between multiple apps to find the answers they need and communicate that information along. Constant switching takes up a lot of time—both physical and cognitive—and is frequently detrimental to your customer experience.