Contact centers are one of the most customer-centric areas in your business. It is where centralized interactions take place and where your CX strategy is put to the test. However, customer-centric foundations lie in employee engagement and in 2021, this will be one of the biggest drivers in customer satisfaction.
What is employee engagement?
Depending on who you ask, employee engagement may carry a different definition. Some will say it is the wellness of a company’s employees, while others say it refers to how enthusiastically employees are about coming to work.
Generally, it refers to employees who are committed to their goals and values within your business ecosystem. Engaged employees statistically are more involved because they are invested emotionally or otherwise in the business.
An organization that encourages employee engagement will see a substantial correlation with customer satisfaction journeys.
The relationship between employee satisfaction and customer experience
Customer satisfaction has two foundational elements: Your organization’s products and the employees that engage with your customers. Many factors influence customer satisfaction, but a key indicator is the service you can offer.
Great customer service is only possible when employees are engaged in their work. A satisfied employee is more likely to be involved, successful in bonding, and full of motivation to achieve goals within your business.
Engaged employees will define the quality of problem-solving customers will experience. When employees are engaged, they are likely to solve queries more seamlessly. This engagement shows a direct correlation to customer satisfaction and assists in gaining their loyalty over time.
Building a sustainable ecosystem where the employee experience is the focus should be the priority in 2021. When employees are valued and have a purpose-driven experience, they can offer this type of value-driven experience. The focus should be to create an environment where technical, physical, remote, psychological, and cultural aspects are prioritized.
When you can achieve this environment, your employees will maintain a good relationship with your customers and improve customer satisfaction levels you reach.
Perfecting the employee experience starts with Smartz Solutions.
Smartz Human is an industry-leading customizable single-sign-on portal. It empowers employees to understand and see real-time shift information, announcements, compliance, policies, and laws, managing personal details, e-learning, surveys, leave applications, time, and attendance.
Through this cloud-based engagement application, Smartz Human Asset Management identifies, understands and notifies you of trends within your business, empowering your team to make real-time decision-making with accurate data and insights. Set up a demo for your business with our experts here.
About Smartz Solutions
Smartz Solutions specializes in managing customer and employee experiences through our enabling technology. Our success is based on technological foresight and strong business knowledge, enabling us to develop integrated solutions that meet your business needs.
Our power lies in turning insights into strategies and giving you the power to make effective business decisions. Based on a wealth of knowledge covering multiple industries, we have developed a suite of products that include the entire customer engagement journey offering best-in-class, world-class applications in a single end-to-end CX and EX platform.
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