Many companies treat their employees as their most important asset. Customers may be the reason why businesses operate 24/7, but these customers wouldn’t exist without the hard work of customer experience (CX) teams. CX teams work round the clock to deal with customer concerns, questions, and requests. They basically provide product insights, shape customer opinion, and act as the voice of the company.
CX agents can make or break your business. It is important to take care of them like how you should take care of your customers. How do we do this? Below are tips to consider.
Track your employee satisfaction rating. A practical way to determine your team’s morale is by tracking your employee satisfaction rating. Know how your agents feel towards their work, peers, supervisors, and the company. You need to see to it that your team is motivated and engaged by making them feel a sense of connection to their work and the company. Communication is always the key. You can do weekly team huddles to check in and see how your CX teams are doing. Let them suggest ideas on how they can improve their performance and how the company can support their goals. Don’t forget to motivate them, of course. If they increase their productivity on a certain project, why not surprise them with a pizza party? Let your agents know that you appreciate all their hard work.
Empower your team with the best tools. Customers nowadays have a more active role when it comes to deciding how they communicate with your company. Depending on the customer service channels you provide, they can speak directly to any of your customer service representatives anytime - whether it’s on the phone, chat, email, or social media. You need to step up and look into the tools you provide your team to help them be more efficient in their job. Ensure that these tools provide customer satisfaction by allowing your CX teams to monitor conversations and efficiently address any of your customers’ concerns, ensuring that customer experience is managed in every step of the way. The right tools help your team focus on what they do best -- finding solutions to customer concerns, resolving issues, and managing customer experience to achieve customer satisfaction. A good customer service dashboard makes it easier for CX teams to monitor their own performance, challenging them to perform better as they see real-time stats through call center analytics.
Gather your team's feedback. Ditch that suggestion box. Let’s be honest. Gathering feedback from a box is not open communication. You need your team to voice out their opinions and ideas in a personal setting. Join team meetings, or have coffee dates with your staff to start these conversations. Your company will not grow if you set boundaries with your CX teams. In addition, asking insightful questions can help your company gain better insights on how you’re doing as an employer. Make them ponder on questions like how they can help the company be more successful or what they enjoy most/least about their job. This helps them feel more connected to the company. Your teams are not just there to answer calls or messages from customers. They’re there to improve your brand, that’s why their feedback is important.
The best companies always recognize the efforts of their employees. One of the things you must need to do is to treat your CSRs like they’re your customers. Make them your most valuable asset in the company.