Cumbersome approval processes make delivering great customer experiences an uphill task. When front line service reps are not empowered to resolve customer complaints, it results in longer processing time, impatient customers and frustrated employees who have to manage the customer. The longer it takes for the request to resolved, the poorer the experience becomes. Continue reading Steps To Empowering Your Front-line Service Team
Call centers are high pressure environments, you have to deal with customers rude or nice, you also have to bear in mind that your calls are being monitored and timed, comes with a lot of stress (physical and emotional).
Employee engagement is very important for every organization that hopes to make positive improvements on their customer satisfaction indices. Employees who are not passionate about their jobs, customers or an organization’s vision cannot deliver great service. The infographic below published by Provide Support® blog (here) illustrates reasons why you can’t afford to ignore employee engagement, and tips on how to better engage your customer service employees.
Employee engagement is the extent to which employees feel passionate about their jobs and are committed to an organization. An engaged employee is connected to the organization’s mission and is more likely to go the extra mile during the course of work.