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Purpose How to keep employees engaged, rewarded and retained to improve the end-user and customer experience. Design/methodology/approach This study provides practical advice on how a business can attract, recruit, retain and develop talented employees to improve customer service, using the author’s experience at Genesys. Findings This study explores various research findings including Coleman Parks to establish the challenges organizations face when trying to ensure employees are engaged with their own business. Originality/value This is my viewpoint on the situation; I have researched various areas of employee engagement to understand why organizations are facing challenges, and I can provide unique insight as we work with world-leading brands to use technology that will solve these problems in some way at the least.
Cameron Smith (Tue,) studied this question.