Do call center agents know the relationship between customer experience (CX), revenue, customer retention, and overall business success? Maybe. What most of them don’t understand is the impact they can have on the success of a business and this is often not shared with them on a regular basis.<\/p>\n
Too often, employees are asked to perform tasks in a certain way without properly explaining \u201cwhy.\u201d However, giving these explanations has been shown to improve compliance, so it’s worth taking the time to teach why customer experience matters<\/strong>.<\/p>\n Customer experience focuses on the perception that a customer has about interactions with an organization<\/strong>. In fact, that experience could even be influenced by factors outside the business.<\/p>\n Brands today have more opportunities than ever to make a bad or good impression. Every email, social media post, sales experience, TV ad, press release, video, and customer service interaction shapes people’s opinions of a business<\/strong>. Even the results a customer receives from a search before interacting with an organization could influence that experience.<\/p>\n This represents a great opportunity for companies, as they can manage the different points of contact with the customer and offer exceptional experiences on a constant basis<\/strong>. But it is not easy to coordinate them all, and when brands are wrong, they can alienate customers.<\/p>\n Compliance is undoubtedly a significant benefit of explaining the \u201cwhy\u201d to employees, but it is not the only reason managers need to explain things. According to a Forbes article, companies and workers have a lot to gain when reasons are transparent and well communicated<\/strong>.<\/p>\n Having longer conversations with agents about business strategy can make them feel more valued and more included in the overall business. For this reason, it is important to explain to agents how their performance impacts the CX and related business objectives<\/strong>. When an agent understands what is expected of him it can increase his confidence and motivate him.<\/p>\n Explaining to employees the importance of their jobs and how their performance supports company goals can help ensure that agents are aligned with a shared vision<\/strong>. For example, communicating to agents that they are more than just problem solvers<\/strong> can help them rethink their roles. When they realize that they are actually relationship builders, they will be in a better position to help the organization meet its CX objectives.<\/p>\n Helping agents understand why the customer experience is important and achieving their commitment to the organizational vision can increase employee engagement. Realizing the \u201cwhy\u201d behind assigned tasks is key<\/strong>, especially when responsibilities are so vital to the success of a business. Engaged employees go the extra mile to help the organization meet its business goals, leading to higher productivity and therefore increased revenue<\/strong>.<\/p>\n Regularly explaining the \u201cwhy\u201d to employees opens channels of communication. When agents are no longer reluctant or apathetic to ask this question, a culture of critical thinking and innovation can be fostered. After all, many important inventions and scientific discoveries have been the result of people constantly wondering \u201cwhy.\u201d Wouldn’t it be powerful to harness the brainpower and creativity of the agent team?<\/p>\n When agents know why they are doing certain activities, they are more likely to do them consistently, with confidence and enthusiasm. This improves the chances of a business meeting its CX goals<\/strong>.<\/p>\n So who is responsible for the customer experience? Every employee is. The whole team has a vital role to play.<\/p>\n Gaining agent buy-in for your CX strategy is critical to successful execution. And to deliver a successful customer experience, agents need the right technical tools<\/a><\/strong>.<\/p>\nWhy Does Customer Experience (CX) Matter?<\/strong><\/h5>\n
4 Added Benefits when Agents Know the \u201cWhy\u201d<\/strong><\/h5>\n
1) Increase Employee Confidence<\/strong><\/h5>\n
2) Convey a Shared Vision<\/strong><\/h5>\n
3) Increase Productivity<\/strong><\/h5>\n
4) Promote Critical Thinking and Innovation<\/strong><\/h5>\n
3 Call Center Tools to Help Agents Succeed<\/strong><\/h5>\n
1) Unified Agent Desktop<\/strong><\/h5>\n