Customer expectations are evolving. Today’s customers want faster, more convenient, and more personalized interactions with companies and brands that fail to deliver at risk of losing all-important clients. However, while 88% of companies are now prioritizing customer experience in the contact center, many are still missing one crucial part of the puzzle: the agent experience.
Excellent employee experiences and memorable customer interactions go together. 85% of business leaders agree that engaged, empowered employees drive higher customer satisfaction. This suggests the path to a great CX strategy starts with an employee experience (EX) strategy.
So, how do companies ensure enabling and optimizing their workforce with the right experience? It starts with opening the lines of communication.
Communication is at the heart of any successful business. Teams can’t collaborate, share knowledge effectively, or develop skills without successful communication. Whether your agents are at home or in the contact center, creating a direct line of communication that supports and empowers your teams without overwhelming them is essential.
Wallboards and agent desktops are one of the easiest ways to ensure agents have access to all the information they need to thrive. With the right wallboard solution, companies can provide their team members with an organized dashboard packed with inspirational messages, visual data insights, and best-practice guidance, all of which keep staff:
Moreover, companies can create different dashboards for each employee group with the right wallboard technology. This means you can make the perfect workplace experience for both your in-office and remote employees while designing supervisor boards that provide managers and leaders with behind-the-scenes insights into EX and CX metrics.
Wallboards don’t just provide agents and supervisors with a birds-eye view of crucial metrics related to customer experience and satisfaction scores. They also act as a direct line of communication between your staff members, paving the way for better collaboration, productivity, and growth.
Used correctly, your wallboard can help bridge communication gaps in your business, improving employee experience, engagement, and retention. This boost to EX has a clear impact on your bottom line, leading to better customer journeys and fewer issues with customer service.
Great customer experiences start with excellent employee experiences; communication is vital to engaging your team. Discover how a Geomant wallboard can help you to connect, align, and empower your team members, wherever they are today.