Читать книгу Digital Customer Service - Rick DeLisi - Страница 28

While the first consideration in any transformation must always be the economics and ROI, at least some mindshare needs to be paid to the potential impact on employee engagement, job satisfaction, performance, turnover, and overall morale.

Most DCS companies are reporting that this has turned out to be the easiest of all the perceived hurdles to overcome. Once agents understand how this transformation will make their jobs way easier, it will not be a hard sell. Being an agent in this digitally transformed environment has changed the role of frontline employees from being “customer service reps” to becoming DCS “superagents.”

Even among long-tenured reps, the image of the role they are playing in the organization is, itself transforming. What was once a “production job” or perhaps an “information worker” becomes the role of “teacher and enabler of digital proficiency among our customers.”

The job itself is less about serving people. It's about being an expert who represents customers, and helps them feel smarter about themselves.

When this updated role imagery is combined with the addition of new agent-assistant automation (which eliminates the need for verbal authentication, issue identification, customer information – which are all done before the agent enters the discussion), the frontline job becomes easier, more satisfying, and in many cases more fun.