A few months ago, my family and I visited the happiest place on earth – Disney World! When we arrived I instantly realized this trip would be different from previous vacations. One of my daughters has a severe nut allergy which keeps us on high alert. On the first day when we arrived at the restaurant for dinner, the staff was aware of her allergies and walked us through the menu of what foods she would be able to eat. They even offered to have the chef make her a meal if we didn’t find something suitable on the menu. It was at that moment that I knew I could slightly ease up during our trip. The Disney team was incredible from beginning to end.
What motivated them to go the extra mile? Pay? Training? Culture? Are they all naturally friendly? It could be all the above, or just a few. One thing I do know is that providing a great customer experience is pivotal to company reputation, growth, and repeat business.
It made me think about the struggle many organizations have trying to improve their customer experience where it matters most: the contact center. In 2016, Gartner changed the Magic Quadrant Workforce Optimization (WFO) category to Workforce Engagement Management (WEM) because of their recognition that employees are key to driving brand loyalty and better experiences.
Clients do not come first. Employees come first.
Gartner’s view on employees is not a new strategy for businesses or contact centers. Sir Richard Branson, founder of the Virgin Group, has always been at the forefront of making employees the top priority of his endeavors. He’s been quoted as saying “Clients do not come first. Employees come first. If you take care of your employees, they will take care of your clients.” With so much emphasis on understanding the customer journey, companies have neglected to adopt/develop a more employee-centric strategy. Call centers have an average turnover rate of 30-45% and it costs roughly $10-$15k to replace a single employee. It should go without saying that businesses need to make sure they’ve created an environment that their employees are 100% proud to be a part of. To achieve the ideal employee-centric strategy, companies can no longer abide by the working rules of yesteryear. This means making sure agents have the tools needed to achieve success, are treated well, and feel empowered.
Digital natives and millennials are at the center of putting employees first. This new generation of contact center agents—which will make up 75% of the global workforce by 2025, according to McKinsey Global Institute—have grown up using smart devices, and that means companies need the ability to quickly communicate with their agents and provide a real-time, two-way communication stream via their preferred channel. Mobile apps and other messaging platforms introduced to employees have proven to be a great way to quickly connect with your team. In many ways, agents expect a blending of their work and personal lives. Mobile apps help employees to communicate more often, self-organize, and provide autonomy to their day-to-day lives.
Intraday management is a critical component to your Workforce Management (WFM) platform, traditionally providing timely schedule adjustments to maintain service levels, control cost, and meet adherence goals. Today, through an enhanced intraday management mobile app, you can provide cohesive communications between agents, supervisors, and analysts with simple push notifications, ensuring that the most accurate and timely information is available to everyone across the contact center. Supervisors and agents can quickly access their schedule, request time off, or notify their manager they are running late.
How quickly can you make changes and communicate with your agents? A WFM mobile app keeps agents engaged, creates a better work-life balance, enables time management and collaboration while giving supervisors and analysts the ability to quickly find problems and take action to ensure proper staffing and service levels are met.
OpenText™ Qfiniti has helped hundreds of companies, serving millions of contact center agents across the globe. We help them to better connect and engage with their workforce and guide them to lower attrition, better communication, and financial growth. For our part, we’ve made the decision to include our mobile app with the purchase of our Qfiniti Workforce Management platform to guarantee that the employee’s voice is always represented. If you have WFM today, consider adding mobile. But buyer-beware: adding on a mobile app to your existing solution can be costly. Traditional applications were designed decades ago and are not mobile-centric, but mostly add-on-ready. At OpenText, we have transformed the employee experience (EX) across mobile platforms so it’s logical and personalized for all agents.
What does your EX mean to you and how have you worked to improve it? I’d like to hear about it in the comments below.
Join us on October 30, 2018 at 2:00pm EST for the first of a three-part webinar series, Mobilizing your workforce – How mobile apps are changing the way we connect with our agents.