Having a strong customer service team can make or break your business. One-third of consumers say they would consider switching companies after just one instance of poor customer service, and it takes 12 positive customer interactions to compensate for one negative experience, so every interaction must be on brand and on point.
This is especially true in an eCommerce-driven purchasing environment, where a support agent may be the only human point of contact a potential customer has with your brand.
What are businesses lacking in remote team management?
1. Customer service coaching
Customer service coaching is the ongoing process of working collaboratively to improve support agents’ skills so that they can perform at their highest level while also providing amazing customer experiences.
Many businesses lack the necessary infrastructure, technology, and bandwidth to provide the same level of coaching and customer service training to remote employees that they did in person.
2. The onboarding process
Customer service coaching is critical to ensuring that agents continually improve their performance, but their customer service journey begins with onboarding. Onboarding is the process of teaching new employees, such as customer service representatives, how to perform their job tasks and abilities.
Agents must learn technical skills, best practices for customer interaction, product knowledge, and support workflows. They must also learn the ground rules of their new role, as well as the cultural differences and norms of their new company, as well as new company values.
3. A pulse on employee satisfaction and engagement
It can be difficult to tell if employees are happy and engaged at work when working with remote team members. This can have an effect on metrics and your bottom line.
Employee and customer satisfaction (CSAT) are strongly linked, and engaged employees produce 17 percent more than disengaged colleagues.
Contact Cegura Technologies to know more about the technologies to manage your remote teams more effectively.
