Customer experience drives the revenue of an organization. The power to bring success to your organization rests in the hands of customers. They can choose to stay with your brand and help you succeed or they can move away and choose your competitor over you. Hence, enhancing the customer’s experience is necessary to grow your business and maintain a long term bond with them.
Customer experience has garnered quite some attention with ever-increasing competition. Now, it’s not just the products and services that are competitive differentiators but, a customer’s experience across their entire journey with the brand is a real deal. This can only be achieved when your resources are well-trained to address every customer’s needs and requirements.
The efficient management of a large talent pool is necessary to maintain quality standards and to increase productivity. A business that takes an active interest in bettering or upping their customer experience stands a better chance of winning a legion of followers, who can advertise and promote your brand favorably.
Let’s understand how resource management can help you maximize customer’s satisfaction:
1. Why leverage resource management?
Managing resources in an organization helps you boost performance and productivity on high-priority work. After all, they are the backbone of your enterprise. Following certain resource management practices enables you to help them grow professionally and also increase the profitability of your business. This has benefitted enterprises in several aspects from reducing resourcing costs to increasing billable utilization.
Here are some ways to improve customer experience
A. Allocation of right resources
Whether it’s about giving a demo of a product, or providing regular maintenance or resolving some technical issues; every task requires a certain set of skills. In order to maintain the quality and standard of work, it is essential for managers to deploy the right resources to the right job to maintain the quality of work. This ensures that competent resources are catering to the right customers which enhances their experience thereby increasing profitability.
However, it’s not as easy as it looks. Several factors can cause resource availability to fluctuate, such as time-off requests, recurring work, personal emergencies, attrition, and ongoing training. A line manager has to stay aware of resources competencies and their availability. With technological wonders, this has become easier. A sophisticated resource management software that can give you complete visibility of various resource attributes is an ideal solution to accomplish this task. This also keeps you from over-allocating or under-allocating tasks to the resources which later prevents burnouts or bench-time.
B. Forecasting volume
Being proactive to meet the future demands of an organization is a necessity in an ever-growing competitive industry. It’ is imperative to take corrective actions ahead of time to avoid any roadblocks in the future. Forecasting resource demands well in advance strengthens resource management strategies. When you are aware of your resource’s availability ahead of the curve, it’s easier to plan pipeline projects and bridge the capacity versus the demand gap.
With technology getting smarter day by day, there are concerns about using it right. This is where resource planning templates come in handy. While limited, it mimics the basic functionalities of a more sophisticated resource management tool and serves as a test environment for you to track inflight tasks and the resources that are assigned to them. Strategic resource management provides you information on both project and resource vacancies which simplifies the search for the right skills for time-sensitive work. If you assign a low or high skilled work, it costs more and eats up precious time, both of which are counter-productive to fielding customer queries and resolving them. Moreover, you can cater to future customer demands or requests based on predicted call volumes and book the right resources for the same.
C. Collaborative dynamics
Collaboration at the workplace is a sign of efficiency as it brings out the best in two or more individuals working together. Efficiency is a crucial aspect of an organization to drive productivity and performance. Team collaboration gives you an opportunity to learn from your teammate’s positive and negative outcomes. Not only that, it keeps you from deviating from your set targets as work is allocated to those who can deliver it on time. You can improvise on your problem-solving approach when varied minds and skillset work together.
Talking about customer experience, when there’s a unified platform to collaborate with employees and understand their bandwidth, work can be distributed evenly. This ensures that customer’s issues are addressed and resolved on time. When teams are working in a coalition, customer insights can be shared via a common platform that can help employees meet their expectations. Furthermore, it also breaks silos within departments and brings together people to resolve the issues.
Employees prefer to plan ahead of time to strategize their schedules and manage time accordingly. Scheduling their tasks in advance keeps them informed and does not take them off guard. You get complete visibility of your talent pool and tasks assigned to them. This helps you streamline project management or customer calls which fastens the service and improves their experience.
It is time-consuming when you have to assign a recurring task to an employee again and again. To avoid this, using advanced resource scheduling dashboards can help you allocate a recurrent task all at once. For instance, a particular employee or customer representative has to cater to the maintenance of the product every month. A resource manager can book him, or her for the same by just one tap! Besides this, it also enables you to allocate them for a repetitive task. Hence, timely delivery of customer services increases customer loyalty and turns the tide in your favor.
E. AI-based training
AI has permeated every industry today. From data collection and processing in the marketing department to on-boarding in the HR department, AI has transformed every industry and holds value in saving costs and time tremendously. With the emergence of innovations every day, keeping your resources informed and training them to stay updated is of utmost importance. Besides reinventing your organization, it will also improve the everyday experiences of customers by analyzing the data.
As far as the benefits go, AI is helpful to managers in arranging training sessions for employees who lack certain skills or need polishing for their existing ones. There are virtual learning sessions that can be arranged for employees to boost their performance. This not only strengthens their profile but also help your business grow.
2. The takeaway
Improved customer experiences help businesses to stand out in the industry. After all, no matter how attractive your pricing is, and how useful your product is, what counts is your approach to bettering the customer experience. Polling them for feedback lets you improve and release a product in the future that they’ll be likely to want. To keep them for a long haul, it’s necessary to cater to their requirements and satisfy them with commendable services. This can only be achieved when your workforce is organized and well-trained. Using advanced tools, you can manage these resources well to boost their performances which in turn will reflect in customer experience.