NobelBiz® Blog | First Contact Podcast VIDEO + ARTICLE | Happy Employees Make Happy Customershttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.png Host Christian Montes Executive Vice President Client Operations CX is not enough for making your customers happy, you also need employee engagement and satisfaction, and it all starts with proper onboarding and training and a test for skills and competencies. More from the episode! https://nobelbiz.com/wp-content/uploads/2022/06/Website-roundPic-Colin.png Guest Colin Taylor CEO & CCO at The Taylor Reach Group Published on June 16, 2022 Work Remotely with our True Omnichannel Solution: Happy Employees Make Happy Customers Agents are the heart and soul of customer service, and finding the right people has proven to be more difficult than ever. Creating a proper work environment, providing the right tools seems mandatory to ensure employee satisfaction and customer success, but some skills like friendliness and motivation can not be taught. How can you influence employee satisfaction and make sure you have the right agents from day one?PGlmcmFtZSBzdHlsZT0iYm9yZGVyLXJhZGl1czoxMnB4IiBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzd1U1g0WGZkWXJtaHBXdVE0dFlCcUQ/dXRtX3NvdXJjZT1nZW5lcmF0b3IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPgChristian: Oh, it makes sense. And I think one of the things you said earlier around the Great Resignation, the people, it's not always the tools, you know. It's how you use the tools, but if you don't have the right people, uh, it doesn't make as much sense. And so sometimes we talk about the cross between the CX and EX, right. And we want to walk about the experience. Do you have some best practices or feedback around how do you get the employees to be loyal, to be involved, to be engaged? And where does that align with the EX impacting the CX? Colin: Yeah, I think it was the CEO of Southwest, Mr. Keller, who said that, that he wasn't interested in customer satisfaction. He was more interested in employee satisfaction because it took happy employees to make happy customers. And I think that there's a lot of truth in that, and there's a lot of organisms. I haven't paid attention to that, or didn't pay attention to that until fairly recently. But I think that if we want to, we invest a lot of money hiring staff. If you look at contact centers with 20, 30, 50% annual turnover, you look at BPO's with a hundred percent or more annual turnover. We've seen organization with 300% per annum turnover. The people resources are finite There, you know, they're spending, four or five, $8,000 a person on that recruiting, hiring, onboarding training, putting on the floor. And if they're leaving, then you're just, you know, you're just, you know, just, you know, turning the crank again and getting more of the same. So, we need to think smarter about how we, how we manage those finite people resources.And I think that the pandemic has really allowed people a different perspective on what work could be. Folks who never really thought about working from home. Cause that never was really an option for a content for most contact centers, you know, less than 10% had remote agents, pre COVID and then everyone had remote agents.It seems they got to thinking. Well, maybe this is a possibility that I can rethink the way I work in the organizations lack that and as a result of that, a lot of folks reconsidered what they wanted to do to spend their career at. So. I think that we need to, you know, we need to treat our staff fairly.We need to make sure that they know what the job is before they start. You don't want folks who just come in, want to complete the training, and then they'll quit because they don't want to do that crappy job. Um, so, or they don't know what the job is, and they only find out in training, and then they vanish. And, you know, and become a no-show during the first week of scheduled work.So you really want to give them that day in the life. Ideally, you want to have them shadow an agent on the floor, live or virtual, so they can see what this job actually is going to be. You know, I'd rather lose somebody before I bring them in, before we started investing in the onboarding, hiring training. Test for skills and competencies You know, if we can scare somebody away, I'd much rather do scare him away early, and then we can make sure we've got better matched key people. I would test for skills and competencies. What do we need to be successful? If you don't have those, you'll get could be a really nice person, but you're probably not going to be happy here.And if you're not happy here, you're not likely going to stay. And if you're not going to stay, I have to replace you. And then we need to make sure we train them properly. And we need to be transparent with our policies and procedures as well, we have to be fair and equitable. At the end of the day, you know, a huge number of agents, we do agent focus groups all the time, will tell us that they don't think that their supervisors are fair.They think they're biased. They like so-and-so better. So is always getting the, you know, this or that, you know, and there isn't the transparency into the decision-making that sometimes. Eliminate that human nature, perhaps, but that perception that somehow you're being disadvantaged more transparencies. The light shining in the light of day on these decisions, telling people why they didn't get the job or what skills or things they need to do to be better qualified.The next time around is much more helpful than just saying no. And putting somebody else in a role, because then the individual's going. They're they're going to jump to their own conclusions. We can tell them why, or we can let them guess. And if we let them guess, it'll almost always be negative to the organization. NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!