A priority for 48% of businesses is improving training and coaching.
This is the number 1 employee experience strategy for 2018. Improving the quality of the knowledgebase, which is top-of-mind for 45% of businesses, represents the number 2 staff experience initiative. Other high-ranking initiatives include:
- Making systems easier to use (42%)*
- Making metrics clearer and more transparent (41%)
- Integrating channels (40%)
Disparate channels represent a major problem for customers and staff. Customers hate having to repeat themselves as they move between channels, and your staff hate struggling to gather relevant information as they engage with new customers. By improving channel integration, businesses eliminate these sources of frustration.
If staff have the data they need to perform, the customers with whom they connect will be in a happier, friendlier emotional state. Contact centre staff state below the topics what they want prioritised in 2018.
WHAT ARE THE FOLLOWING PRIORITIES THAT WILL IMPACT YOUR ?STAFF EXPERIENCE??
| Delivering Quality Coaching/Training | 47% |
| Increasing Product Knowledge | 45% |
| Making Systems Easier To Use | 42% |
| Making Metrics Clearer | 41% |
| Making Channels More Integrated | 41% |
| Optimising CRM | 40% |
| Managing Workflow | 31% |
| Better Opportunities | 30% |
| Increase Incentives/Rewards | 25% |
| Offer More Opportunities To Provide Feedback | 22% |
| Offer Remote Working | 21% |
| Improve Desktop | 21% |
| Improve Workplace Community | 11% |
| Increase Salaries | 9% |
| Increase Bonuses/Perks | 9% |
| Improve Workspace (Furniture, Hardware) | 7% |
Sources: CCW Executive Report, ‘Contact Centre Priorities for 2018’.
