By Mandy Reed, Marketing Manager (Global)
Happy CX Day! Today marks the annual global celebration of the companies and professionals that create great experiences for their customers. The impact customer experience has on building and retaining your customer base can’t be ignored, especially in today’s world of digitally-savvy, technology-empowered consumers.
Developing and implementing Voice of Customer (VoC) initiatives has helped many organisations improve their customer experience over the years by capturing valuable feedback and actionable insights. More recently though, smart companies are coming to realise that Voice of Employee (VoE) can also have a powerful impact on their customer experience strategy. In fact, Gartner predicts:
“By 2022, 35% of organisations with more than 5,000 employees will augment their annual employee engagement surveys with pulse, indirect and inferred feedback to build a more complete view of the employee experience.”
Organisations are struggling to respond to the rapid pace of both external and internal changes and the ways these changes are affecting their employees. This includes tackling constantly evolving customer experience needs. While it seems like a no-brainer to get input from customers to drive CX decisions, organisations can’t afford to overlook the importance of employee feedback as well. Employees play a key role in the overall experience consumers have with your company and brand. They can provide valuable insights into their interactions with customers as well as internal tools and processes.
While implementing a robust VoE initiative isn’t something that will happen overnight, a great place to start when it comes to customer experience is getting feedback from contact centre agents. Organisations are putting a great deal of focus and energy into digital transformation programmes in order to improve CX, and contact centres should be instrumental in driving that progress. Your agents are the ones providing support to customers – whether that be by phone, email, live chat or social channels – and the ones who deal with internal tools and processes day in and day out. They know what customers are repeatedly identifying as pain points and what their own pain points are when trying to deliver a quality support experience.
One way to empower contact centre agents to share their voice is to set up a feedback loop that allows them to provide real-time suggestions and comments on content. Agents can then easily flag information that is inaccurate or out-of-date and identify content that is incomplete or simply not helpful when they are engaging with customers. They can also submit comments that can help identify or explain issues with other parts of your customer experience. For example, if agents are repeatedly answering the same question over and over they can help pinpoint the issue based on their interactions with customers. Perhaps customers can’t find the information they need on the website or a feature in the mobile app isn’t working as intended – agents can share this valuable insight quickly so the appropriate steps can be actioned to correct and improve the customer experience. Agent feedback can also be used to enhance the employee experience for your agents, which in turn creates happier, more engaged agents providing better support for your customers.
You can learn more about implementing an industry-defining feedback loop in this recent Innovation Showcase webinar. Listening to the voices of your employees can go a long way in taking your CX from good to great.
Publish Date: October 3, 2017 5:00 AM
Combines knowledge management with call support as continue improvement.
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eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
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