... IT ’ S ESSENTIAL TO PRIORITIZE RELATIONSHIPS , BE INNOVATIVE , AND INFUSE TECHNOLOGY WHERE NEEDED .
One area of customer service-based businesses that is wildly important is customer reviews . Holding an incentive program based around good reviews is a great way to encourage employees to dazzle customers , all the while earning recognition for themselves and their customer service skills .
ENCOURAGE BALANCE
There will always be debate about exactly the right level of work / life balance . The concept likely looks different to each individual person . What leaders need to do to elevate the workplace experience is to encourage a healthy work / life balance for each employee .
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5 . Increase customer visibility . Analyzing customer-support interactions through artificial intelligence ( AI ) after they occur can help companies measure and understand customer sentiment and the root cause of issues .
This type of analysis can provide actionable information that can drive operational and CX improvements . Data analytics can help you look at all your digital interactions to see the problem , how the team solved it at the end of the transaction , and how the customer felt .
26 CONTACT CENTER PIPELINE
Cultivate a culture that encourages rest , breaks , and a healthy approach to work . It lets your employees know you care about their mental and physical wellbeing . If they are experiencing any level of burnout , they will be more likely to approach you as a trusted advocate if you make rest and self-care part of your company culture all around .
Employers that value rest and the wellbeing of their employees offer good benefits packages , PTO , and perhaps other perks becoming popular , such as mental health apps like Calm .
OFFER GROWTH OPPORTUNITIES
Within every deep dive of the reasons behind the Great Resignation , one nugget of wisdom was clear : people want to know that they can grow within their careers . The people who were finding their careers to be stagnant were the ones most likely to jump ship . According to BetterUp , lack of advancement opportunities was the second most common reason people left their positions .
Currently , many customer service departments can only manually analyze a very small percentage of customer conversations , leaving many department managers questioning what they are missing and how they can drive more insight .
6 . Consider technology to improve scheduling . AI-powered technology is an innovative , scalable way to augment your support teams and increase your level of customer support . For example , AI can help address forecasting patterns , such as scheduling customer support agents .
It can often be difficult for the scheduler to determine the needs , what skill sets are needed , and who to schedule when ( especially more complicated with employees ’ hybrid work schedules ). AI can use historical patterns , plus what ' s going on in the call center today , to better optimize forecasting and scheduling .
EMPLOYEE EXPERIENCE
Providing employees with opportunities to sharpen their skills , gain more training and education , and grow within their industry can greatly enhance their overall work experience . It is also more likely to keep them within your organization , as they feel supported and nurtured .
The customer may be an important part of any service-based business ’ growth , but the employees are the lifeblood of any organization . Their work and investment of time into your business directly impacts your customers .
While businesses spend a lot of time and money on figuring out what their customers want , they would be well-advised to shift some of that attention to structuring a welcoming and supportive work environment for their employees . Happy employees make for happy customers and , in turn , happier business owners .
Shiela Mie Legaspi is the President of Cyberbacker , a leading provider of virtual assistance and administrative support services from anywhere in the world . She empowers business owners with world-class economic leverage to fill their greatest purpose . An expert on career coaching in the remote workplace , she leads the company to excellence .
EMPLOYEE ENGAGEMENT
... IT ’ S ESSENTIAL TO PRIORITIZE RELATIONSHIPS , BE INNOVATIVE , AND INFUSE TECHNOLOGY WHERE NEEDED .
In a sea of change , it ’ s essential to prioritize relationships , be innovative , and infuse technology where needed . By implementing these strategies to nurture and retain employees , you can create a contact center that thrives , keeping both employees and customers happy and engaged . This will go a long way to improve the CX and secure new customers along the way .
Michelle Randall serves as the CMO for Playvox , a powerfully simple Workforce Engagement Management solution transforming customer care . Before joining Playvox , she was the CMO of Splashtop , Procare , and Serenova ( now Lifesize ) and was vice president of marketing for Comcast Business .