Making sure you have engaged employees in the Contact Centre is so important when it comes to making sure that you’re offering the best possible Customer Experience.
However, although 87% of employees believe that Customer Experience is paramount to their strategy as an organisation, most employees don't feel the same way when it comes to their own satisfaction.
This needs to change, and quickly. Brands need to make sure that their employee experience is just as good as the Customer Experience.
And this is where our Frontline Engagement solution comes in. Our Frontline Engagement solution allows Contact Centre Agents to see their feedback and how they’re performing compared to their peers. This insight can then be used to improve how they respond to customer issues.
Some of the organisations already using this technology are starting to see a massive change for the better.
One of these organisations is Ovo Energy. They use our technology to gamify the whole Contact Centre Customer Experience. They use the technology to recognise high performing Contact Centre agents, by naming them, ‘Raver of the Week’. This instils a bit of healthy competition between agents and empowers them to give the best Customer Service that they can, in order to try and ‘win’!
As a result, they’ve seen a 24% reduction in new customer dropouts and their overall customer churn has reduced by 40%.
So what can you take from Ovo’s experience?
By instilling a bit of competition within your Contact Centre, you can empower your employees to really want to get as close to your customers as possible and try their hardest to help them, no matter what the problem is.
Also, by allowing your Contact Centre Agents to have visibility of their performance compared to their peers, you can enhance their desire to improve their skills and ultimately, the service they provide your customers.
And what will that mean? If your employees are more engaged, have more desire to improve the service they provide customers and all want to offer the best Customer Service, you’ll notice your Customer Experience drastically improve as a result.
Want to find out how else you can improve you Contact Centre Customer Experience? Check out our recent webinar on this very subject!
