Increasing Your Customer Experience Team’s Productivity

Your customer experience (CX) team is one of the most important components of success for any business. Customer expectations are constantly growing, and your CX team will be at the forefront of meeting (or even exceeding) their needs. That’s why it’s so crucial to find ways to optimize and improve their productivity.

When your CX team works smarter, not harder, everyone from your customers to your employees to your leadership team benefits. With the right tools and strategies, you can help your CX team become more productive while providing exceptional customer service.

At Radius, we have over two decades of experience empowering our teams with the right tools to enhance productivity and overall client satisfaction. Read on to find out how!

Tip #1: Identify Your CX Team’s Current Challenges

For starters, you’ll need to identify the current challenges your customer experience team is facing. And the best way to find out what challenges your CX team is facing is to simply ask.

A one-on-one conversation is great for a human connection. However, employees may not feel as comfortable offering 100% honest feedback this way. If you choose to go this route, we recommend enlisting an HR representative to conduct these interviews. Your HR rep can emphasize that any feedback will be presented to your leadership team anonymously.

Another option is to send out an anonymous employee survey. Platforms like Google Forms and SurveyMonkey allow you to get the feedback you need for free. These platforms also provide a bird’s eye view of all the responses received, which simplifies the process of tracking future improvements.

Regardless of how you go about collecting employee feedback, be prepared to read responses that may surprise you. Some CX team challenges you may see include:

• Being bogged down by manual processes and paperwork
• Difficulties staying on top of changing customer needs
• Too few resources to manage tasks efficiently
• Outdated or ineffective customer service technologies

Tip #2: Research and Evaluate Available CX Technologies

Delivering excellent customer experiences can be a time-consuming process for your employees. This is especially true for businesses with thousands of customers. But with the right CX technologies, your business can build strong relationships with your customers more efficiently.

There are a plethora of platforms available that streamline your processes and provide advanced insights into customer behaviors. Just a few customer experience technologies include:

• AI-driven chatbots
• CRM (Customer Relationship Management) software
• Self-help web portals
• Live chat
• Real-time analytics platforms

CX teams can use these tools to analyze customer data, develop strategies to increase customer engagement, and create a more personalized customer experience strategy.

Tip #3: Take Advantage of CX Outsourcing Services

Leveraging CX outsourcing services can be a great way to enhance employee productivity and your business as a whole. In fact, Deloitte found that 43% of companies that outsourced their customer experience activities reported a reduction in operational costs.

Here are just a few benefits of customer experience outsourcing that your internal teams can enjoy:

• Reduced time spent on administrative tasks
• Decreased number of inbound calls about common questions
• Streamlined task completion
• Increased employee satisfaction
• Reduced call queues and overall workload

Additionally, a bilingual outsourcing partner like Radius Global Solutions can help deliver quality service in your customers’ native language. This is incredibly valuable as 72% of customers in an ICMI study stated that receiving support in their native language increased their satisfaction with the brand.

With the right CX outsourcing partner, your business can tap into a wealth of knowledge and scalable resources to build lasting customer relationships.

Tip #4: Track and Set Employee Productivity Benchmarks

Setting employee productivity benchmarks is key to managing a successful team. Having goals to meet can help motivate your employees, creating a more productive work environment.

Here are 5 ways to get started:

1. Set clear job descriptions, goals, and responsibilities. Ensure each employee understands what’s expected of them and how their performance will be measured.
2. Identify Key Performance Indicators (KPIs). These might include measures such as sales revenue, customer satisfaction (CSAT) scores, project completion within deadlines, and quality of work.
3. Monitor performance regularly. With clear KPIs in place, it’s time to track performance. You may choose to monitor performance on a daily, weekly, monthly, or quarterly basis depending on your needs.
4. Provide ongoing feedback. Make sure to both acknowledge good performance and discuss areas of improvement in a constructive way.
5. Make adjustments as needed. KPIs should be reviewed and adjusted periodically based on changes within the company, team performance, and industry trends.

By regularly monitoring employee productivity, your organization can make informed decisions, optimize resources, and encourage improvements across the board.

Tip #5: Leverage Customer Feedback to Assess CX Team’s Performance

Customer feedback is crucial for assessing your customer experience team’s performance. After all, your customers are the ones who are interacting with this team on a daily basis. Ensuring that customers are happy with your team will help drive customer loyalty.

So, how do you get started? Collecting customer feedback can be done through a variety of methods:

• Customer surveys
• Feedback forms
• Social media monitoring
• Direct emails
• Online reviews
• Customer interviews

This might seem obvious, but make sure that your questions directly address the customer’s interactions with your CX team. It may be tempting to send a survey that addresses every aspect of your business. But limiting the number of questions you require participants to answer will help improve the survey response rate.

Worried that you’ll spend time creating these surveys only for nobody to respond? Consider offering an incentive such as a gift card, savings on their next purchase, or a free consultation.

Improve Employee Productivity with a Solid CX Strategy

As a leading provider of digitally integrated customer experience services, Radius Global Solutions has what it takes to enhance your team’s productivity. Contact us today to learn more and gain a trusted outsourcing partner!