Constant change and the viral power of social media demand new levels of adaptability from organisations today. Nick Smith at Calabrio shows how to gain control by applying workforce management (WFM) principles to influence company culture and protect corporate reputation.
Increasing industry consolidation, decreasing customer loyalty and the viral power of social media are just some of the challenges facing business leaders today and they need to master them all to succeed. How do senior executives motivate employees during times of tremendous change? How do they inspire their teams to find new ways to win new business and delight existing customers? How do they galvanize customer service teams to manage social media interactions positively and in real-time?
In Calabrio’s experience, organisations should focus on three distinct but interconnected areas. The first is to recognise the strategic link between employee engagement and productivity, the second is to turn the customer service department or contact centre from a reactive cost-cutting organisation to a proactive profit-making powerhouse and finally harness the power of data.
It’s time to win friends and influence people, here are three ways to get started:
Building an organisation that is fuelled by customer service makes sound business sense. Having loyal customers who offer guaranteed revenue streams boosts profitability, maintains a positive corporate reputation and enhances customer advocacy.
However, many organisations view the customer care department as a drain on resources and risk alienating customers during the constant drive to save time and money. Move away from reactive cost-saving to proactive profit-making. Invest in the right people and set aside budgets for training staff to deal with social media, for example, so they are confident and prepared to counteract any negative viral publicity.
Despite automating important business processes and providing a single line of sight across the organisation, digitalization has also created a world of non-stop data that can induce a state of paralysis – bad for employees, customers and the business.