The Employee Journey is Not a Vacation: It’s a Make-or-Break for Customer Service

The employee experience is an often-overlooked factor in delivering great customer service. But by taking into consideration the employee journey, customer service leaders demonstrate their commitment to a people-centric organization. Customer experience Annette Franz discusses employee journey mapping and how real-time insights into your customer service operations can strengthen the employee experience.

March 18, 2015

Customer service is nothing without service, and service is impossible without people. We cannot exist without customers, so our success hinges on their satisfaction. But what about the employee experience? Shouldn't frontline employees, at the tip of the customer interaction arrow, be given their due?

Customer service leaders who understand how employees work – not just what they do – will make better business decisions and have a bigger impact on productivity and the bottom line. By taking into consideration the employee journey, these leaders can demonstrate their commitment to a people-centric organization. The result is a frontline workforce that’s poised and eager to deliver the best possible customer experience.

In this on-demand webinar, featuring Annette Franz, Vice President of Customer Experience at Touchpoint Dashboard, we discuss how to improve customer service delivery by maximizing employee experience. You’ll learn:

  • The importance of treating agents like relationship managers (not assembly line workers)
  • The connection (and differences) between employer brand and customer brand
  • The three critical stages in the employee journey
  • How to identify “moments of truth” in employee engagement
  • How real-time insights into your customer service operations can strengthen the employee journey
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