Engaged employees who are satisfied with their jobs and feel that they're making a contribution to their organizations and helping customers are more likely to work hard for their company's success. It is therefore imperative for organizations to make sure that they achieve and retain high levels of employee engagement. However, the reality in the United States is far from the ideal.
I recently met with a group of highly experienced contact center leaders to discuss a variety of hot topics. We engaged in a spirited discussion about how best to handle social media. This is a critical topic today, as few organizations appear to be doing this well. During the conversations, a few organizational misconceptions and examples of mishandlings came up; it was alarming, as these are the kinds of things that are happen today. This article presents the three of the most serious issues raised during our conversation.
Infographic: Improve Your Customer Service – “Destination Customer Satisfaction”
A survey by Genesys revealed that the cost of poor customer service in 16 key economies on our planet is around $338.5 Billion! As a reaction to this astonishing number GetApp has prepared an infographic to educate small business owners about the dangers of poor customer service and ways to improve it. The infographic is packed with facts and information that will bring your customer service to the next level.
Strategies to Keep Your Incentives from Backfiring
Call center managers often turn to a variety of incentives and rewards to encourage good performance. Examples include games with prizes awarded to the winning teams, cash bonuses paid to reps who meet certain performance targets, or gift cards given to recognize a special achievement such as a perfect QA score. Before implementing a similar program in your call center, you may want to examine evidence that suggests incentives and rewards can actually cause poor performance if used incorrectly.