Engage Employees to Better Serve Your Customers
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Engaging customer-facing employees is crucial for companies to gain a competitive advantage and enhance customer experience. Highly engaged employees are more productive and contribute positively to the organization, leading to improved customer service. To achieve leadership in customer experience, businesses must focus on employee engagement across all levels, especially in larger corporations.
Engage Employees to Better Serve Your Customers
- 2. Engage Employees to Better Serve Your Customers Copyright 2014 All Rights Reserved OpenSpan, Inc.
- 3. Contents Gain a competitive advantage 7 Engage Workers 8 Valuable assets 10 Customer experience 12 Size of company 14 Organizational level 16 Who Uses OpenSpan 19 Conclusion 21 Contact Us 23 5
- 4. Introduction How can your company gain a competitive advantage? The answer is more simple than you might think – engage your customer-facing employees. The brand of your company is represented by each of your customer-facing employees. By engaging and empowering front, middle and back office workers, you can successfully create loyal brand ambassadors. It is only by leveraging and optimizing these brand ambassadors that will provide the world-class customer experience to set you apart from competitors. 7
- 5. Multi-channel conversations, not just phone calls Enable journeys, not just transactions Measure customer success, not just interaction costs Blend with self-service, not just deflect calls Predict needs, not just respond to requests Gain business insight, not just analyze interactions Evolve based on feedback, not just survey customers Engage Workers, Don’t Just Hire People Agents are more than just hourly workers and need to be considered as strategic assets. Contact centers are the hub of customer interactions. They now handle multi-channel conversations with customers, all of which need to be tracked and recorded. Whether through social channels, phone calls, or online chat, each transaction is part of the overall customer’s journey. The journey provides an enormous amount of business insight, more than just analyzing each transaction on an individual basis. Agents are a valuable asset throughout the customer’s journey and tend to be underutilized. Their role is demanding – serving the customer, collecting customer data, trying to sell the latest products and following processes and regulations. If you can make their working environment better and stronger, agents will become more strategic brand ambassadors. 98
- 6. Engaged employees are valuable assets • Highly engaged employees are: • More than 2-times as likely to stay late to finish up a pressing need • More likely to positively enhance and do something good for your company, and • More inclined to provide recommendations to improve the company • Companies must engage employees in order to increase ROI, enhance customer experience and provide an advantage over their competitors. Base: 2,456 U.S. consumers employed in for-profit organizations Source: Employee Engagement Benchmark Study, 2013” 1110
- 7. Customer experience leaders have more engaged employees • Customer experience leaders have 75% highly engaged employees, while companies whose customer experience isn’t as good as competitors only have 34% - meaning two-thirds of their employees are not fully engaged. • This data demonstrates that companies with engaged employees deliver better customer experience. If your company wants to be a customer experience leader, then you must engage your employees • There’s no way to become a customer experience leader without engaged employees Base: 2,456 U.S. consumers employed in for-profit organizations Source: Employee Engagement Benchmark Study, 2013” 1312
- 8. Engagement by size of company • Small companies (less than 5,000 employees) have an advantage over large corporations. Large companies (5,000+ employees) have to work much more strategically and effectively to engage employees, as they don’t inherently have engaged employees like smaller companies. Base: 2,456 U.S. consumers employed in for-profit organizations Source: Employee Engagement Benchmark Study, 2013” 1514
- 9. Engagement by organizational level • Less than half of the individual contributors in an organization, such as agents, are engaged. • How do you make sure you are driving engagement from your individual contributors? • An opportunity to ensure your company is driving employee engagement. • Provide a simplified worker desktop environment to better serve your customers. • Streamline activities and processes to allow the agent to focus on the customer Base: 2,456 U.S. consumers employed in for-profit organizations Source: Employee Engagement Benchmark Study, 2013” 1716
- 10. 11175 Cicero Drive, Suite 200 Alpharetta, GA 30022 USA Who Uses OpenSpan OpenSpan is deployed cross-industry, with Fortune 500 customers in Banking and Financial Services, Insurance, Telecommunications, Retail and Technology markets including: Three of the U.K. “Big Four” and four of the top six U.S. commercial banks in the Fortune 500 Four of the top six managed health plans in the Forbes Global 2000 Three of the top five property and casualty insurers in the Fortune 500 Seven of the top global telecommunications/cable providers One of the world’s three largest computer manufactures Two of the top five U.S. food and drug retailers in the Fortune 500 and two of the leading retailers in the U.K OpenSpan has the proven capabilities and expertise to help companies of all sizes achieve their business objectives, setting them apart from competitors. 1918
- 11. Conclusion Set your company apart. There are a plethora of companies that are competing alongside your organization. Your customer experience can set you apart. By providing world-class customer service through engaged employees who are able to solely focus on better serving customers, your organization can advance into a league of your own. 2120
- 12. Telephone General Inquiries (International): +1 (678) 527-5400 General Inquiries (US + Canada): (877) 733-1136 General Inquiries UK: +44 (0) 207 043 3573 General Inquiries India: +91 80 40300 780 Sales: +1 (678) 527-5470 Fax: +1 (678) 527-5401 E-mail: sales@openspan.com Inquiries U.S. 11175 Cicero Drive, Suite 200 Alpharetta, GA 30022 USA U.K. 12th Floor The Broadgate Tower 20 Primrose Street London EC2A 2EW United Kingdom India Level 14 & 15 , Concorde Tower, UB City 1 Vittal Mallya Road Bangalore, INDIA - 560 001 2322