An SQM Group study of the relationship between customer satisfaction and employee satisfaction concluded that for every 1% improvement in employee satisfaction, there is a 2% improvement in customer satisfaction.
After all, customer service agents are a vital link to the customer. Therefore, it is critical that employees are empowered with the tools, guidance and authority to deliver their company’s designed experiences. By empowering customer service agents to solve problems and add their own personal touch, customers will be engaged in smarter interactions. Not only is the customer more satisfied, but the employee is as well.
Empowering employees is of the utmost importance. Customer representatives must be trained, motivated, rewarded and empowered to deliver unforgettable experiences. Instead of making employees adhere to a script, it is important to allow them to solve problems and engage in meaningful interactions on their own.
In order for contact centers to become more customer-centric, a Customer Experience Management (CEM) approach must be implemented. CEM is ideal for employee management. It motivates employees, empowers decision-making, rewards achievement, provides a 360-degree view of the customer and promotes a culture of trust and growth.
This is an incredible contrast to the approach that a contact center guided by Customer Service Management utilizes. It trains people, limits decision-making, rewards effort, restricts information access and advocates a culture of micro-management.
Although success lies in the hands of the employees, an intelligent agent guidance solution is needed to lead agents to deliver designed experiences. Cincom® Synchrony™ guides each agent through every interaction to guarantee accuracy, consistency and efficiency. Each interaction can be designed with high-value process components.
With Cincom Synchrony, agents have: the ability to engage customers in interactions, visibility into the customer, guidance on what to offer and the power to leverage the tools and authority they possess. This yields positive outcomes and memorable experiences for the agent and the customer, as well as economic benefit to the agent’s employer. Synchrony is empowerment.
For more information on Customer Experience Management strategies, read this Cincom-sponsored Pelorus Associates White Paper titled “Power to the People.”