Great customer support is crucial for any organization. If you fail to provide excellent service, you risk losing customer loyalty. Therefore, delivering the best possible service to your customers is essential. Many businesses strive to offer excellent customer service and reduce customer effort with timely, effective support. However, they often overlook the most crucial aspect of delivering a great customer experience: the employees in customer-facing roles. Employee empowerment for better customer service is key.
If employees struggle to do their jobs, it affects the customer experience. Even tasks not directly related to customers can frustrate employees, impacting their interactions. This frustration can lead to disengagement, further deteriorating customer experience. According to a CCW 2019 study, most companies prioritize personalization over reducing employee effort.
At Fusion CX, we prioritize employee empowerment for better customer service and recognize their unique role in delivering excellent customer experiences. We consistently ask:
- What’s keeping employees from delivering the great experience your customers deserve?
- Is there a way to simplify workflows and processes?
- How can we make it easier for employees to do their jobs?
- How do we remove complexities, complications, and bureaucracy to help agents deliver great customer experiences?
- Are there ways to reduce effort for employees and, ultimately, for customers?
Our extensive experience in the customer service industry shows that reducing employee effort leads to improved customer experiences. Here are some suggestions on how to achieve this:
Why is employee empowerment important for better customer service
Walk In Your Employees’ Shoes
Create employee journey maps or implement an undercover executive program to understand the daily effort your employees put in. At Fusion CX, we use undercover programs to ensure employees find it easy to do their jobs. This approach is a fundamental part of employee empowerment for better customer service.
Pay Attention To What Your Employees Are Saying
Listen to your employees and observe their work. If they find a process difficult or pointless, address and fix it promptly. Ignoring these issues is unwise. Empowering employees by listening to them is essential for better customer service.
Ensure Employees Have The Right Tools
Provide your employees with the necessary knowledge, skills, training, and resources to do their jobs effectively. Without the right tools, they can’t offer prompt solutions, leading to poor customer experiences. Employee empowerment for better customer service means equipping them with the right tools.
Reduce Their Effort With Modern Technology
Equip employees with modern tools to simplify their jobs. For example, AI assistance consolidating customer data on a single dashboard can help agents better serve customers. An omnichannel environment allows agents to collaborate without putting customers on hold, reducing agent and customer effort.
Define The Idea Of A Great Customer Experience
Clearly define what constitutes a great customer experience. This will give employees a clear target and help them understand how to achieve it. Employee empowerment for better customer service starts with clear goals.
Provide Ongoing Feedback
Regular feedback and coaching guide employees to perform better consistently. According to Hubspot, regular feedback significantly impacts employee engagement. Providing ongoing feedback is crucial for employee empowerment and better customer service.
Employee empowerment for better customer service – The Right Strategy for Better CX
These tips can help reduce agent effort, eliminate inefficiencies, and streamline work processes, making employee jobs easier. Simplified processes and the right tools and technology lead to better customer service. Regular feedback and timely training boost employee engagement, resulting in happier and more satisfied customers.
At Fusion CX, we advocate for reducing employee efforts and engaging them with timely feedback and training. Engaged agents provide more efficient customer support, enhancing customer satisfaction. Employee empowerment for better customer service is at the heart of our approach.
