Capture Pathways
The Customer Experience is the other side of our landing page’s vicious/virtuous cycle. Sadly, many workers are actively disengaged in their jobs, with high terminations and on-the-job quitting rates. The case for active engagement, employee satisfaction, retention, and employee recognition programs demonstrates how they impact the organization’s bottom line or, for nonprofits, support accomplishing their missions.
Pathways Implementation
Your business is unique; its services and staff should be measured in a way tailored to your organization. Capture collaborates with clients to build a program based on your unique needs, and then we create your customer service profile attributes and individual reports for each customer service professional. We then work with you to determine the standards your customer service professionals must meet and exceed.
Through Pathways, you can gauge your staff’s strengths while indicating opportunities for improvement. We tackle the problem of measuring performance by tailoring the evaluation process to fit your company. Too often, customer service programs focus only on superficial aspects of customer service. We ensure that participants do understand those principles but go much further. Our customers learn to change their voices appropriately, use dead air to their advantage, work under pressure with demanding customers, build relationships and engage with customers.
Gaining meaningful information about employee performance requires a more thorough understanding of an employee’s skill set and the ability to transfer those skills to achieve significant results. In our years of experience, we have documented cases where employees give out incorrect information to customers, typically costly for the organization.
Our programs are designed to allow each professional the opportunity to succeed. Through the Pathways process, metrics are used to identify possible areas where improvement is warranted and where the professional’s performance exceeds expectations.
Why measure employee perspectives via objective third party assesments
The data we collect is valuable in assessing the selected employee’s strengths and opportunities for individual improvement. Management can use this information to determine promotional opportunities and rewards, such as bonuses, pay increases, or additional paid time off. Your training managers may use this data to structure training plans to ensure new and existing employees have the tools to perform their jobs effectively. Additional reporting tools are always available.
Components of a Pathway plan
- Agreement of customer service standards to which professionals must learn and adhere.
- Contact the customer center using a Capture designed scenarios:
- Test product or service knowledge
- Measure communication skills
- Awareness of and adherence to compliance requirements
- Awareness of opportunities to offer additional products to customers - call to action
- Measure change using data from the baseline and follow-up reporting cycles
- Distribute individualized representative customized training profiles
- Share and review trends across a department or the entire organization
Employee-Customer Engagement
A customer’s experience (CX) with your company often depends on their interactions with various employees. Your customer service professionals s are an extension of your organization. They should use multiple methods to increase customer satisfaction, whether introducing a product or service to a potential customer, answering a question, or troubleshooting a problem.
Please let us know how we can collaborate with you to
enhance the customer experience!
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