This is how you make a difference for your employees

‘Customer first’, that is what we traditionally learn about entrepreneurship. But is that really so? How about your employees? What is their impact on the customer experience? To what extent does a customer notice if an employee is unable to perform his or her job properly due to a lack of knowledge, if he does not feel heard within the organisation, or simply no longer enjoys his work? The short answer is: very much so. So be careful!

The good news is that the reverse also applies: the customer immediately notices the positive effect of a committed and satisfied employee, one that has the right skills and the information they need to serve the customer. That is why you need toenable your employees to excel in their profession. This increases job satisfaction and thus contributes to lowering turnover and absenteeism. But how do you go about that?

Smart technology

Implementing intelligent contact centre solutions can help. Solutions such as a well-functioning knowledge management solution for example, or the application of artificial intelligence (AI) in the contact centre, so that the right information is always immediately available.

Solutions that enable customers to find the information they are looking for themselves also contribute to employee satisfaction. Self-service tools and the use of voice and/or chatbots, for example, ensure a steadier workload in the contact centre. The fact that the customer can now independently find the answer to simple or repetitive questions ensures that service employees can focus on the more challenging and interesting customer interactions.

It’s a people business

But don't forget the social aspect, especially now that many people are working from home. The sense of engagement with the organisation and between employees is extremely important! Also, what could you do for your team in terms of their work schedules to optimise their work-life balance? Studies have shown that for many people this is a major determinant of job satisfaction.

It is all about creating a workplace where employees can excel in their profession. About using smart contact centre solutions, and having an eye for your employees’ individual needs. And above all, about staying in touch with your people, whether they work in the office or from home.

It is precisely this combination of factors that makes the difference for your employees. And therefore also for the customer!