Customer engagement can be defined as the experience and touchpoints a customer has with your product and company. It directly effects the emotional connection between a customer and a brand. And,  customer loyalty is largely a result of frequent positive engagement. As the typical consumer wields power with more information and choices, engagement has become the primary channel to ensure that a brand is “top of mind” when a purchase needs to occur.

Why should you worry about whether or not a customer is engaged on the phone? Because customer engagement is built and rebuilt (or destroyed) with every brand interaction, and according to a study by CX Act Inc., the telephone still trumps the web and social media. So, it’s in your best interest to make sure every caller is engaged!