PROJECT ANALYSIS: CX + EX: Aligning Business Objectives with Agent Performance
Brett Frazer, Head of Customer Service, SunBasket & Kevin Peterson, Head of People Operations, SunBasket
Truly excellent customer service requires alignment of the employee experience to deliver exceptional results. However, organizations can get stuck in the trap of playing “Whack-a-Metric” with performance measures. Tying in the expertise from both the Human Resources and Customer Experience teams, Kevin and Brett will address their partnership in creating an incentive program that aligns excellent customer service, leadership development, and agent satisfaction to business objectives. At CCW Executive Exchange Miami, they addressed:
·· Effective collaboration between People and Customer teams
·· Balancing efficiency with conversion and satisfaction metrics
·· Designing incentives that motivate customer centric behaviors
·· Employing agent feedback tools to develop leadership teams
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