As the owner or manager of a business, you are always searching for ways to optimize your customer experience (CX) workforce. After all, your employees are the ones who drive your business forward and contribute to its success. Therefore, having a motivated and skilled team can set your company up for success.
Follow these nine essential tips, and you’ll be on your way to putting together a world-class team that will deliver world-beating CX.
1. Establish a Regular Routine for Feedback and Coaching
The old saying goes, “you can’t improve what you don’t measure.” Using a call-center quality assurance scorecard provides valuable data for identifying areas where your reps need improvement. It also encourages them to make coaching and feedback a routine.
2. Observe All Channels
To deliver the best possible customer experience, you need to monitor all channels for customer feedback:
- Social Media
- Phone Calls
You’ll be able to identify any pain points and address them accordingly. Not only will this improve the customer experience for everyone involved, but it will also help to increase customer loyalty and satisfaction.
3. Pay Attention to Your Underachievers
It may seem counterintuitive, but research has shown that organizations that focus on their low performers see the most significant gains in customer satisfaction. That’s because addressing the issues causing poor performance can have a ripple effect throughout the organization, leading to better customer experiences.
4. Continued Coaching and Improvement Monitoring
Ensure you track the agent’s performance improvement against critical metrics after each coaching session. It will help you identify areas where further coaching is needed and ensure that your investment in coaching is paying off.
By tracking improvements, you can also identify which agents are responding well to coaching and which aren’t and adjust your approach accordingly.
5. Encourage Self-Review
This means creating a culture where employees are encouraged to reflect on their performance and identify areas where they can improve. You can do this through regular check-ins with managers, peer reviews, or personal reflection time.
By encouraging self-monitoring, you can ensure that your employees constantly strive to provide the best customer experience.
6. Motivate Your Agents
Ensure you provide the resources required for your CX team to do their job well, including adequate training and tools. Also, give opportunities to grow and develop within the company, and show appreciation for their hard work with recognition and rewards.
7. Keep the Fun in Mind
This is a straightforward way is to build some social time into the workday. It could be as simple as having a half-hour break in the middle of the day for employees to socialize with one another. Or, you could have regular after-work social gatherings, like happy hours or game nights.
8. Make Real-Time Statistics Visible
You can inform your employees of the company’s progress and identify potential areas for improvement. Furthermore, this will help you establish trust in your employees and show that you are committed to providing the best possible customer experience.
9. Investing in Intelligent Software
When it comes to CX, investing in innovative software is a no-brainer. Not only will it save you time and money in the long run, but it will also help you attract and retain top talent. By leveraging technology, you can equip your team with the tools they need to excel at their jobs and provide excellent service.
Take Your CX Workforce to the Next Level
Follow these tips if you’re looking to take your CX workforce to the next level. You can create a world-class customer experience team that drives real value in business results with the right mix of strategy, technology, and people.