9 November 2009
Understanding the causal link between employee behaviour and customer behaviour can yield fast paybacks
Budd’s latest whitepaper discusses the importance of understanding the causal link between employee behaviour and customer behaviour, alongside your implementing 21st century technology. Case study findings show that having great agents who listen to customers in order to determine appropriate interventions in real-time can deliver equivalent business outcomes to that of more strategic change programmes - the payback is quicker and it requires little or no capex to get started.
The ability to transform good agents to great ones exists within all contact centres and depends on enlightened organisations finding systematic ways to tap in to core human values of attitude, people skills, and resourcefulness. Listening to what your customers are saying means that everything you need to know to satisfy the customer is present in the call. The art is to remove any barriers that prevent an agent acting appropriately there and then.
Susan Caesar at Budd comments
“Whilst I remain an advocate for how technology empowers us and gives us the potential to make things simpler and smarter technology can only be an enabler – the key to operational success lies with our people and their ability to listen, relate to our customers and commit to doing the ‘right’ thing – whatever it takes.”
‘Up close and personal” can be downloaded free from BuddLife at www.budd.uk.com