CUSTOMER EXPERIENCE
BY GERRY BARBER AND MARK RUSSELL
ILLUSTRATION PROVIDED BY ADOBE STOCK
A BLUEPRINT TO ACHIEVE HIGH-PERFORMING CONTACT CENTER CX A STEP-BY-STEP GUIDE FOR A SOLID CX FOUNDATION.
Blueprints guide the construction process when building a structure. Building a high-performing customer experience( CX) strategy is no different. The building process starts with a solid foundation. This article provides the foundational building blocks necessary to achieve high-performing CX.
BUILDING BLOCK # 1: HIGH-PERFORMING CX BEGINS WITH EMPLOYEE EX
Focus on the employee experience( EX) first. The contact center team is often the first point of customer contact. Employee perception of their role and how much
12 CONTACT CENTER PIPELINE leadership cares affects the customer experience. 80 % of customers experiencing a poor interaction with an employee would be inclined to take their business elsewhere, according to Qualtrics research. And 60 +% of employees surveyed had strong negative feelings when leadership ignored their feedback and needs. Thus, leadership must be intentional about understanding the employee experience. Active listening is an important aspect of communication. To start, deploy employee surveys periodically. Act on the findings, fix what’ s getting in the way of delivering a high level of CX. In addition, help employees understand how things work. If something can’ t be fixed, explain why. Employees need to feel heard. Transparency is important.
EMPLOYEES NEED TO FEEL HEARD. TRANSPARENCY IS IMPORTANT.