What do you do if employee engagement is affecting customer satisfaction in technical support?

To begin, it's essential to grasp the underlying factors contributing to decreased employee engagement within your technical support team. Employ methods like surveys, interviews, feedback mechanisms, and metrics to collect insights into your employees' sentiments regarding their workplace, culture, objectives, incentives, training, and resources. Additionally, gauge customer satisfaction through metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Analyzing this data will unveil areas for enhancement and opportunities for growth.

Firstly, conduct a thorough assessment to identify specific areas of disengagement among employees. This could involve surveys, interviews, and observations. Then, implement strategies to boost employee engagement, such as providing regular feedback, offering opportunities for skill development, fostering a positive work culture, and ensuring adequate support and resources for employees to effectively assist customers. Additionally, consider implementing incentives or recognition programs to motivate and reward employees for their efforts. By prioritizing employee engagement, you can improve morale, productivity, and ultimately enhance the quality of customer support, leading to increased customer satisfaction.

To improve customer satisfaction in technical support due to low employee engagement, identify root causes, enhance motivation, create a positive work environment, provide training and development, manage workload, offer feedback, train in customer service, encourage teamwork, track progress, and consult experts if needed.

share our team vision, engage members through a clear vision of our scope - who r we ? how can we help first ourselves , our customers and our team - organization. Change their mindset .. make them believe that changing their perspective and the way the do business can make them on daily basis feel better, feel more appreciated , and more valuable. Vision & Mission are keywords that all line managers should share within their teams in order to achieve targets & expectations. Challenge your teams every day to provide feedback for making better customer service and tech issues ! trust them to deliver !

anyone should be recognized even for small wins . from my experience a positive feedback even in hard times help everyone to become better. Money is not always the only motivator, anyone needs to be appreciated, respected and admired . We all have in our hand 5 different fingers - assuming every finger has a different role or use or scope, its very common to have different members in our teams. Invest & try to understand what motivates every individual and work with that person & help to flourish and become a champion . Anyone can exceed and flourish with appropriate support and coaching !

Step four entails fostering learning and development within your technical support team. Offer ample opportunities and resources for employees to acquire new skills, stay abreast of industry developments, and progress in their careers. Implement diverse approaches like structured training initiatives, mentorship programs, collaborative learning among peers, and access to online courses. Encourage a culture of knowledge sharing and learning from failures, enabling employees to exchange expertise and adopt best practices. This commitment to continual growth facilitates both professional and personal advancement for your team members.

empower the team to speak, provide feedback, listen carefully and redesign any SOP that really makes them feel uncomfortable or stressful first line feedback can play a very important role for improving customer service and support.

Establish and sustain a workplace atmosphere characterized by support, collaboration, and mutual respect. Emphasize values such as customer-centricity, quality, and pursuit of excellence. Employ diverse strategies like team-building exercises, social gatherings, and recognition initiatives. These efforts foster a sense of belonging, motivation, and contentment among your employees.