Customer first. Really?
Customer first. That is what you traditionally learn about entrepreneurship. But is that really true? How about your employees? What is their influence on the customer journey and experience? Does a customer notice when an employee is unable to perform his or her work due to a lack of knowledge, if he doesn’t feel listened to in the organisation, or simply no longer enjoys the job? The short answer is: most definitely.
The effect of a happy employee
An employee who is not feeling well radiates this to the customer. So watch out! The good news is that the reverse also applies: the customer immediately notices the positive effect of a satisfied employee. One that has the right skills and the necessary information to serve the customer. Regardless of whether it concerns an interaction via the telephone or via a digital channel such as chat, video, or email.
So enable your employees to excel in their profession, both towards the customer and within the organisation. Implementing intelligent contact centre solutions can help to achieve this. Solutions that put both the customer and the employee first.
Ease of use
For example, a well-functioning knowledge management system ensures that information is readily available, so the customer can be served faster and more effectively. In addition, the quality increases due to the uniformity of the available knowledge, questions are answered correctly at first contact, and waiting times are drastically reduced. This all makes the job more enjoyable for your employees, especially when they notice that customers are pleasantly surprised by the fast service.
It, therefore, ensures that your employees do their work with pleasure and competence, which ultimately benefits the customer.
- Companies with highly engaged employees perform 147% better than their competitors.
- Companies that invest in EX are 4x more profitable than those that don't.
- A high degree of employee engagement can lead to an 18% higher customer retention rate.