Article : One Of The Best Ways To Engage Your Customers!
One of the most consistent themes successful world class companies have in common with each other is engaged employees! It's a proven concept that is starting to become popular in the contact center industry and indeed any company that is looking at customer engagement and has been summarised as HAPPY STAFF = HAPPY CUSTOMERS
A few years ago we spotted this trend and we started to develop a brilliant online tool for any organisation to use to measure and report on employee engagement and introduced TopPlace2Work.com
So why is employee engagement so critical? Actually it's easy to understand - when you are out and about and visit businesses of any kind - say the supermarket or grocery store, a bank even a retail store, you know the ones you feel comfortable in are often the ones where you see happy staff smiling and engaging with customers. It's infectious and makes you feel good about being there. At the other end of the spectrum is the business where you feel unwelcome - miserable staff who don't talk, look bored and/or just' cant be bothered! Which business will survive? You bet the one with engaged employees who provide a great customer experience and this leads to you being an engaged customer. And by the way customer engagement should be your goal, not just to provide a good customer experience, but through that create engaged customers who spend more over a longer period of time!
Back to your employees. It really is all about people! No matter if your run a contact center, a shop, a bank even online store, its your people that make the business what it is and don't let anyone tell you otherwise. People are key so motivating them is a critical business mission and making sure you measure employee engagement is absolutely essential.
Now for those companies who run annual employee surveys in-house, you are literally getting 1 snapshot in whole year and that’s not enough! Employee engagement surveys should be done frequently as in the course of a year a lot can change and so can your employee engagement score!
We recommend monthly surveys but they must be easy and efficient for you as the employer and also your employees. They must be cost effective and also allow for trend analysis ... all the things we added as features to TopPlace2Work.com!
Also, bringing in consultants to interview staff - may work in some instances but really, how honest will a staff member be to a consultant paid for by the management to interview them. At the back of everyone’s mind when being interviewed is always 'are my comments confidential? should i say what I mean? will my boss fire me if I tell this consultant I don't like working here because?..." ... all thoughts and emotions that are stirred up when you are taken into a room for a 1:1 meeting albeit an employee survey! better to allow the employee the ability to complete a survey on their terms i.e. when they want to do it - and also allowing them to be honest because they are not face to face with someone who works for the company!
So, when we developed TopPlace2Work.com we made the process super easy for employer and employee and employees have 100% confidence that their employer never knows what they gave us feedback as its all collated and fed back as a group report. That said, the employer gets detailed breakdowns and can also see results by departments if they use that option when setting up!
Employee surveys are mission critical tasks that should be done in a manner to protect the employee but give the employer real time data - I used to participate in surveys end of year and the results were published 3-6 months later - so in effect my views really could have been up to 18 months old! Break that old mentality and conduct surveys more frequently so you can effect change.
and if you consider the math here for a moment
In a contact center - an agent say takes 100 calls per day. That’s 24,000 customer interactions a year. Do you want to wait for 24,000 interactions before you ask how the employee is doing? if they say they are not happy imagine they may have interacted and 'potentially' affected 24,000 customers when they are not happy! How does that effect customer engagement?
So do them more frequently and truly treat them as important for your business. Act on the results and make it easy for your staff and allow them to be honest by eliminating any process that may cause them to not be 100% honest.
HAPPY STAFF = HAPPY CUSTOMERS
HAPPY CUSTOMERS + GREAT CUSTOMER EXPERIENCE = CUSTOMER ENGAGEMENT
CUSTOMER ENGAGEMENT = MORE PROFIT!
If you are interested in a free trial of TopPlace2Work.com check out our web page here
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About Raj Wadhwani:
After leaving Kings College in London with a degree in Physics, Raj Wadhwani, President of ContactCenterWorld.com, spent his early years in a sales & marketing role with market leaders such as Unilever & Lafarge. In 1996 he set up his own call center consultancy & training company. Over the next 3 years his company won awards for customer care, he trained hundreds of managers from major corporations on how to manage their call centers and advised corporations on strategy & performance management. In 1999 he set up CallCenterWorld.com and changed the name to ContactCenterWorld.com in 2001
ContactCenterWorld.com – is the website for the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint and supports 145,000 members from enterprises large and small with ideas, information and support tools including best practice awards, conferences and certification. Join today, FREE personal membership available at this link https://www.contactcenterworld.com/register.aspx and start networking and learning best practices. Contact Center World. (www.ContactCenterWorld.com), The Global Association for Contact Center & Customer Engagement Best Practices.
Published: Tuesday, May 6, 2014