Analyze the current performance of your team.
In order to make improvements, you first need to know how your team is currently performing. Comparing your current performance against a benchmark gives you an opportunity to identify where improvements can be made. Process mining is a key tool for companies to answer the question, what is happening within my organization? Many CX and operations managers may feel like they understand what their team is doing on a daily basis, and they will certainly have key insights into their team’s performance but they cannot know all. Process mining enables insights into CX team workflow end-to-end, visualizing current performance more accurately.
Without this step, you are guessing what needs improving and will likely set substandard KPIs.
Design a new structure for your team.
In the past, a business's operations team focused solely on internal issues. This is no longer the case. As technology continues to advance, customer experience has become just as important as company-wide operations. The most successful companies today design a new structure for their operations team that will improve customer experience.
While it's important to stay up-to-date with the latest trends, it's also vital that your operations team focuses on the original framework of the company. This means focusing on and improving your internal processes so they support external goals such as customer satisfaction and loyalty. You need to first get your house in order before you can start worrying about new technology and other trends in the marketplace.
An example of this would be if one department is using a specific software system while another department is using an entirely different one. If there isn't communication between these departments, then they may not be able to work together efficiently and effectively, which can cause confusion amongst employees, who often work across several teams or departments at once. This could also lead to customers receiving incorrect information, which can result in them losing trust in your brand and going elsewhere for their products and services.
When designing a new structure for your company, consider:
- Organize your operations team into smaller teams with specific roles.
- Determine which metrics are most important.
- Create workflows that ensure everyone is on the same page.
- Set clear expectations around communication and feedback.
- Make sure your team has access to the right tools.
Set expectations, benchmarks, and KPIs for every role.
There are a lot of ways to empower your team members, but defining expectations and setting objectives are top of the list. No matter how much freedom you want to give your employees they will never know what they should be doing unless there are clear expectations.
Once you have a job description, it’s time to define the expectations for that role. The expectation is not “Manage our marketing department” but rather “Manage our marketing department by creating a strategy that meets these goals:
Fin’s CX and Customer Operations Benchmark Report offers insight into what are the metrics that a high-performing CX team needs to measure and why, as well as what are the greatest risks that companies should be aware of when moving to distributed teams. These insights are drawn from tens of millions of hours of data on how frontline workers and operations teams work across thousands of applications, as captured by Fin’s Work Insights Platform.
Train, train, and train some more.
A well-trained, knowledgeable customer support team is one of the most valuable assets any growing business can have.
Great training is the baseline for every operations team's success. If you are building from bad training, your workflow, productivity and efficiency will suffer. However, training should always be an ongoing process. As new processes and technologies are introduced to your team, the training should be updated to reflect that. Training should be based on processes that have already achieved the desired results, that’s why using the information you gathered during data mine is a great place to start.
Using video recording services, you can now create training videos that actually show the step-by-step process of your top performers leaving no one confused about what good workflow looks like. Training your team based on part working models sets you up for a brighter future.
Watch out for occupational burnout within your team.
Always remember that 100% efficiency is not an achievable metric. At the end of the day, you want a team that is happy in their jobs and working to the best of their ability, not a team that is unhappy and struggling to meet deadlines due to burnout. High turnover is a serious issue facing many American companies; having to spend time hiring and training employees more often than is viable. Oftentimes, this is due to expecting too much from your employees.
Empower your employees to create healthy work/life balances whenever possible, so when they’re on office hours, they are refreshed and motivated to get the job done. Monitoring workflows enables companies to recognize when more staff may need to be taken on, to reduce the stress current placed on employees and avoid occupational burnout in the office.
Ensure you have the right tools to get the job done.
No matter how talented and motivated your operations team is, they cannot bring their A-game if they are working with out-of-date software and old hardware. We compiled a list of The Best Productivity Apps & Tools in 2022 to help your team get the most out of their working day, no matter if they’re remote or in the office.
However, it’s also crucial that businesses are checking if their current SaaS applications are still working for them and their teams. In many cases, new applications may have come onto the market that is better suited for your teams. Or, you’ll be shocked at how many licenses are still being paid every year by your company, despite teams no longer using the software.
By taking the time to track software usage, as well as internet and computer speeds, you can ensure that your A-team are working with the best tools available to get the job done.
Fin is the only insights platform built specifically for CX and operations. SaaS has helped build world-class customer experiences and virtual teams. However, our research shows that most organizations struggle to get the full value out of their technology investments. How? By overspending on licenses that are not being used and failing to train people on how to use the tools effectively. We help you address this problem head-on and measure how coaching, training, and other changes impact results. Get in touch with us today to find out more.