We recently carried out some research with Leesman, to look at what makes a good contact centre workplace. The results are very clear – there is a direct link between satisfaction of the workplace, and an employees confidence in the brand. With social media driving more and more customer service transactions into the public domain, the ability of the employees to be supportive of the brand is critical to the success of customer service.
There is also a direct link between how satisfied an employee is with their environment, and how productive they perceive themselves to be.
The full set of slides is available through Slideshare
For me, improved customer service is all about getting better people – and you need the right environment to get the right people, whether this is a smarter contact centre environment or a home environment.
You can read a review (and see some photos!) of the CCA Global Convention where we presented this research here