Best Practices: Empowering the Backbone of Your Call Center

Employees on the frontline are often the employees that are the most visible; they are the sales people, the call center agents and the employee base that makes up face of the company. But there’s an entirely separate workforce that goes unseen. They’re a group of employees that serve as the power horse for the folks who deal with customers personally on a day-to-day basis: the non-customer facing employee.

While noncustomer-facing employees might not have an immediately obvious impact on business, they are just as important when it comes to delivering quality customer service. The noncustomer-facing employee is the employee that works behind the scenes and often in a support role, including researchers, IT departments, accountants, designers or editors.

Empowering these employees and developing the quality of their engagement is just as, if not more, important than those who are in the trenches, so to speak. One tool that can be used to visualize the impact your “behind the scenes” guys have on business is an ecosystem map, or a map that shows the progression of a company’s “product” and how each employee has an effect on the final customer encounter.

As shown in a recent Gallup poll, among a wide array of workers including office workers, managers and execs, sales and more, the percentage of engaged service workers is the only in which employee engagement actually decreased from 2009 to 2012. This could very well be due to a perception of lesser importance in the company’s grand scheme.

The need of these employees is evident when taking a gander at a company’s overall ecosystem. Are you ready to achieve a more successful company that is built on a fully empowered staff?

Click here to learn more about contact center technology for empowering your staff, from cloud contact center software to predictive dialers to virtual solutions.

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