March 21, 2016 / LET YOUR GUARD DOWN
March 21, 2016
Written by Blake Morgan
If you’ve worked at a big company you know the frustration that comes from the bureaucracy and politics that can make it hard to get stuff done. This takes its toll on the employee experience as well as the customer experience. Today I’m talking about how transparency is a “nonsense killer.” I believe transparency is a “nonsense killer,” because it brings up the level of the culture. This improves the customer experience.
Generally the customer can tell when the employee they’re working with–whether that’s a contact center agent or other frontline worker–is unhappy. Something that helps with frustration is transparency from the executives down to the frontline workers. This means leadership is candid and clear with every level of the employee base. Additionally collaboration technology helps to make agents feel in the know about what’s going on in the company. You can also create videos with your executives to keep your frontline workers and agents updated about what’s going on in the company. Good companies don’t hide things from employees—employees shouldn’t be the last to find out important news—employees should not be afraid for their jobs. Hard work and morality are good for the employee experience and the customer experience. Transparency is good for the company’s employees and it’s also good for the customers.
Originally posted on Forbes