Fermín Iribertegui Urroz
Head of Client Relationship Centre
What is the one and only thing you want to do when you have a customer service issue? Speak with someone by telephone, right away. So an engaged line doesn´t sound like your ideal option, but think again.
Despite all the marvelous technical evolutions such as self-service, automated-channels with cognitive tools, chatbots and more, ultimately contact center agents are still key for customers. People trust the human connection and real living, breathing call center agents are essential to an excellent customer experience.
Whilst many companies are working on how to achieve ´Customer Excellence´ via this channel, they fail to take into consideration that customer service success is directly linked to employee engagement: happy employees make happy customers.
And guess what? If employees do not feel engaged, you are probably already offering a poor service – the line might as well be busy. Instead what you want is a line that is answered by staff who are engaged.
Here are some tips to promote employee engagement in contact centers and ensure customers get the best experience possible:
All these tips will help companies to retain the best and most talented agents – and we´ve been following these for several years now at Hotelbeds Group across 9 hubs globally, who together cover 20 languages, 24 hours a day.
By motivating staff to do their best and improving the customer experience, the investment is already paying dividends.
And if you don´t do this? Despite having a real person on the other end of the line, your customers may end up with the impression that they are speaking with a robot anyway.