In 2022, as The Great Resignation continues, more than half of Americans are looking for new jobs. The customer care and call center sector is not immune from the workplace discontent that experts say is driving resignation across industries. A key culprit? Workers are not engaged.
Gallup defines employee engagement as “the involvement and enthusiasm of employees in their work and workplace,” and it’s a crucial factor in attracting and retaining talent.
Gallup’s research stresses the important role managers serve in promoting employee engagement. As a call center manager, you have the ability to help employees connect the dots between their work and their purpose, a key driver of engagement.
There are two specific ways you can do this:
- Providing the tools employees need to do their work well
- Giving employees the opportunity to use their talents every day
Have you taken a look at your tech stack lately? Is it optimized to encourage employee engagement? Here’s what you can give your customer care team so they can do good work, succeed, and stick around.
Remote Video Tech Helps Customer Care and Call Center Professionals Stay Engaged
Remote visual assistance reduces friction in the customer care industry by physically connecting your employees with their customers without the customer needing to download an app. Both parties can see and interact with each other on a personal level, making it easier for your employees to use their skills to provide guidance and solve issues faster, often on the first call and without escalation.
Of course, customers appreciate speedy resolutions, but it works both ways. Visual assistance and eye contact lets your employees actually see the fruit of their labor, such as a smile on the face of a satisfied customer. This reinforces not only a job well done but also the real-time impact of an employee’s talents.
Is there a better way to affirm workplace purpose? Seeing is believing, after all.
Modern CRM Supports Employees’ Skill Sets
Does your CRM support the hard work your customer care professionals do each day? CRM technologies have matured over the last two decades – they’re not just about internal operational efficiencies anymore.
Modern CRM technologies can be leveraged to enhance customer experiences throughout their engagement journey with your company. In turn, CRM can support the customer service skills your employees already bring to the table.
Your employees are likely at the heart of your customer experience strategy. They do the boots-on-the-ground work to provide fast, reliable customer resolutions. But your CRM system can support this work by providing additional value before customers pick up the phone, during the call, and after they hang up.
For example, CRM software can…
- Help employees learn about customers in ways that help them personalize engagement and build authentic relationships.
- Help employees track results with specific customers, so they can target their messaging and adjust their methods as needed.
- Make customer data more accessible to employees so they can deliver necessary information to customers more quickly and reduce transfers and hold times.
A modern CRM system is a customer care professional’s ace in the hole, enabling them to further reduce friction and exceed customer expectations. In other words, CRM provides a greater opportunity for your employees to shine.
Related: 4 Ways Remote Video Support Helps You Build Customer Loyalty
Organized Data Reduces Frustration in the Workplace
Now your employees can engage authentically with customers on video and access information they need to deliver results. But there is such a thing as too much information. Or, at least, too much disorganized information. That’s where master data management (MDM) comes in.
Many CRM solutions are great at collecting data, but without effective data management, they might end up being just one more siloed system in your tech stack. Think about it: the whole point of CRM is to give your employees access to the information they need to build customer relationships and solve problems with ease.
If information exists in multiple places – or if they must access multiple disconnected systems in order to answer a single customer question – a CRM could make it harder, not easier, for your employees to do their jobs.
When you adopt CRM software, be sure that it integrates with other systems you use – email, telephony, inventory tracking, etc. – so that your team has a “single source of truth” they can turn to to see the entire history of a customer’s relationship with your company.
With a single source of truth, employees can have a bird’s eye view or drill down to street level to retrieve the information they need to resolve an issue.
Improve Retention in Your Call Center with Blitzz
Give your employees the tools they need to succeed – and the opportunity to use their talents – with Blitzz’s remote video concierge assistance. Watch engagement and retention grow as employees build better relationships with customers and get a firsthand view of customer satisfaction.
Schedule a time to test-run the platform for free.