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How to Attract and Retain the Best Subject Matter Experts

Apr 06, 2022 Blitzz Team Remote Support Software


As the Great Resignation continues, more than half of Americans are expected to look for new jobs in 2022.

For employers of all sizes, it’s time to revisit how you attract and retain talent to avoid as much turnover as possible. One of the most valuable categories of employees is the group that truly has their pick of jobs today – subject matter experts (SMEs).

From mid-career auditors and inspectors to the customer support team members who know the ins and outs of your entire product line, this group is high value and hard to retain. But that doesn’t mean it’s impossible to keep or replace these folks.

A recent article by McKinsey highlighted two key changes employers can make to help attract and retain talent throughout their organization:

  1. Enhance the employee experience.
  2. Make the work more sustainable by prioritizing employee health and wellbeing.

To do this, you’ll need the right tech stack, including a modern CRM, organized data, and the video support tools your team needs to succeed.


The Tech You Need to Attract Subject Matter Experts

Whatever your industry, you’ve likely noticed that inspectors, auditors, and customer care experts are in high demand. As so many employers offer fully remote or hybrid work options, you need to provide the flexibility talent is looking for if you want to attract new employees.

To make this work, you’ll also need to invest in the video technology to support their workflows within your team and with your clients.

Fortunately, customers today want the flexibility to interact with auditors, inspectors, and customer support agents in a way that is convenient and safe for them – and your staff is looking for the same benefits. With the right video support technology, both groups get the secure and convenient experience they’re looking for.

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The Tools Subject Matter Experts Need to Thrive and Grow

To retain the SMEs you already have (and those you’re about to hire), it’s critical that you provide the right technology to support their daily operational needs.

For example, there are many software providers that support call centers today, but not all platforms are created equal. Having best-in-class customer experience tools can make a significant difference when it comes to staff stress and job satisfaction, which are directly tied to your staff and customer retention rates.

This is where interactive video support technology can help you not just inspect a furnace remotely, but help you demonstrate what pieces may be out of place in real time using augmented reality features and other enhancements. You can even use video support tech to train rookie field technicians, saving trainers and new SMEs the site visit and helping them get more done.

With this kind of tech available, you can avoid unnecessary truck rolls and eliminate costs – including those associated with employee turnover.

While some travel can be a positive for employees, a grueling schedule and endless truck rolls can hurt your ability to retain staff and maintain a steady bottom line for your on-site visits and services.


Set Yourself Apart from the Competition with Your Tech Stack

If you’re still sending your team out to do inspections and onsite repairs that could be resolved over a video call, you’re already behind the curve.

Remote video inspections and support are here to stay. Now that staff across sectors have proven their ability to perform their duties remotely and customers are accustomed to inviting professionals into their spaces for virtual assistance, it’s hard to justify returning to the in-person service model for all cases.

In keeping with the times, your tech stack is now seen as a critical piece of your employees’ daily experience, and you need to have the ability to provide them with modern remote video capabilities if you want to attract and retain top subject matter experts.

As the global workforce shifts toward more mission-driven, purposeful, and environmentally friendly companies, you have the opportunity to align your services with your mission by providing the remote video support tools your workforce needs.


Deliver Great Employee Experiences with the Right Technology

Whether you want to level up your customer support, triage your inspection queue, or deliver a better auditing experience, remote video technology can help you get the job done.

In a recent discussion about how to improve employee experiences, McKinsey’s Dana Maor said, “Technology needs to be a driving force that everyone can make use of,” and this couldn’t be more true in our experience.

To see if one of Blitzz’s video support solutions might be right for you, contact us today.

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Published by Blitzz Team April 6, 2022
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