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Improving Engagement And The Customer Experience

Company leaders foster customer-centric environments. From the president down to department managers, it’s critical that people in leadership positions are the ones setting the tone and providing an example for how they want their employees to approach the customer experience and improve customer engagement. However, sometimes it can be a challenge to get everyone at the company onboard even if leaders maintain a customer-first mindset, and as a result, the customer engagement goes downhill. In his recent article, Vikas Agrawal provides and discusses the following ideas for how companies can improve their customer engagement: 

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1) Start from the top

2) Strengthen internal communication systems

3) Engage employees

4) Involve employees in content creation

5) Empower employees with productivity tools that work

6) Create a space to answer FAQ

7) Host an event

Companies that want to engage their customers better need to have a communication system in place that keeps employees on the same page with the customer service department so everyone is aware of potential issues and successes. Leaders need to ensure they’re supporting their employees by providing them with quality technology/tools and an optimal work environment where their personal and professional input is welcomed. In addition, Agrawal recommends providing customer engagement online by offering answers to frequently asked questions in an easily accessible web page, and in-person through company-hosted events to bring customers closer to employees. With these recommended ideas, Agrawal believes companies will better equip and engage their employees to encourage a more engaging customer experience. 

How Vikas Agrawal’s Article Can Relate To Call Centers

Call center agents are the first, and often only, employees that customers communicate with for most brands. The key points we can take from Agrawal are employee engagement, employee content creation, and technology. It has been said before, but being a call center agent can be an extremely stressful job, so managers and supervisors who show they care and support them can make a world of difference in day-to-day operations. Along those same lines, since call center agents are the primary people handling a large number of customer interactions, it’s important that people in leadership positions within the call center seek agent feedback and ideas. The more agents feel engaged and that they matter to the company, the more likely they’ll be to want to engage the customers at a high level. 

When it comes to technology, call centers that ensure their CRM and communication software are the highest level possible will see positive results in their customer experience. When agents are given integrated systems to work with that includes AI technology to assist them, they’ll be able to deliver tailored service to each customer based on their past interactions with the company. We live in an age where people expect everything to be quick and personalized, so having technology within the call center that ensures quick and personalized customer service will improve satisfaction in the customer journey.

This blog post is based on an article from CustomerThink. To read the original article, please click the link below:

7 Ideas to Help All Employees Connect Better With Customers – Vikas Agrawal

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