Find out how your employees can be the empowering factor for achieving customer satisfaction.

1. Customer
Satisfaction
in 2019
The Secret
Sauce to
Empowered
Employees:

2. It is true that the customers stay at the heart of every
contact center, the role played by the employees cannot be
undermined.
Employer’s role is to keep inspiring their employees and
empower them in the ways that motivate them to work
towards the contact center’s growth and success remains
constant.
02
And that’s where the secret to improve the contact center’s
customer satisfaction score (CSAT) stays – empowering
employees. Here are some of the simple ways that may
help you to attain your goal in 2019.

3. Be Clear & Specific
About CX Vision
03
01For the employees to deliver a better customer
experience, it is important to be aware and
informed about the contact center’s CX or customer
experience vision.
Helping employees know and understand this aspect
of the contact center would assist the employers to
uplift their employees’ spirit in 2019.

4. Make Them Feel Like
A Customer
02
04
Help them understand how their customers feel,
their expectations and requirements so that it gets
easier for them to deliver what is expected from
them.
Attending sessions that make them step into the
customer’s foot is another important tactic to help
them identify and realize their customers’
expectations.

5. Offer Them
Incentives
05
03Giving your employees a chance to learn new skills,
undergo the latest training program, helping them
build confidence or even monetary benefits can
serve as a great tactic.
Being rewarded and recognized for the exemplary
efforts put in by the employees can work wonders
to keep them motivated as well as inspire them to
continue delivering their best.

6. Decision-Making Authority with
Accountability
04
06
Giving your employees the authority to take
important decisions and trusting them for the same
is an important step to attain maximum CSAT score.
Doing so would not only end the need of micro-
managing the employees but also enable them to
deliver better productivity at work and improve
customer retention.

7. Offer Them The Liberty To Be
Creative
07
05
Offering your employees a chance to be creative in
everything they do to deliver better customer
experience will not only foster creativity but also
give employees a chance to utilize their creative
skills to handle the customers better.
Any improvement in customer satisfaction score will
directly affect their loyalty towards your brand and
in turn, customer retention.

8. 08
With technology, it has undoubtedly become easier to
deliver a customized and improved customer experience.
But, the role of delivering personalized customer service
cannot be overpowered.
It is important to empower your employees by offering
them the liberty to customize the services offered by your
contact center to meet the customer needs.
Always stay focused on delivering a flawless customer
satisfaction and experience as doing so is the key to win
customer loyalty and improved retention score in 2019 and
for many years to come.

9. Contact Center
Solutions
Back Office
Operations
Speech Analytics
Process
Improvement
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09
www.mattsenkumar.com