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J obsNowMagaz i nei sadi gi t al publ i c at i on,r el eas edona week l ybas i s ,pr ov i di ngours ubs c r i ber swi t ht hel at es ti n oppor t uni t i es . J obsNowMagaz i ne–Wal es&TheWes tc at ert o:Cor nwal l , Dev on,Dor s et ,Somer s et ,Br i s t ol ,Wi l t s hi r e,Gl ouc es t er s hi r e. Wor c es t er s hi r e&Sout hWal es . Ev er ybook i ngwi l l f eat ur eonbot hourTwi t t erandFac ebook pageswi t hi n24hour s ,pr ov i di ngy ouradv er t i s ementwi t ht he max i mum ex pos ur e. Bec aus ewear eadi gi t al publ i c at i on,wehav et hef ac i l i t i est o addhy per l i nk sandv i deoc l i pst oanyadv er t i s ementorj ob v ac anc y .J obsNowwi l l beav ai l abl et oac c es sf r om s mar t phones ,t abl et sanddel i v er eds t r ai ghti nt oy ouri nbox .
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Whatcamef i r stt hechi ckenor t heegg?Happycust omer sor happyempl oyees? T ommyPal omäk i atT el eopt i c ons i der st hec onnec t i onbet weenhappyc us t omer s andhappyempl oy eesands ugges t sf i v eway st ous ewor k f or c emanagementt o ac hi ev ebot h. Whatc amef i r s t :t hec hi c k enort heegg?I t ’ sac onundr um t hat ’ sbaf f l edpeopl ef or y ear sbutdoesi tr eal l ymat t er ?Thes amec oul dappl yi nc ont ac tc ent er s .Why debat ewhet herhappyc us t omer sorhappys t af fc omef i r s twhent het woar ei nex t r i c abl yl i nk ed?I ti sc ommonl yac c ept edt hatmot i v at ed,engagedagent sr es ul ti n pos i t i v ec us t omerout c omes ( i )wi t hmanys t udi esi ndi c at i ngas t r ongc or r el at i onbet weenc us t omerandempl oy ees at i s f ac t i on.Sohowc anwor k f or c emanagement ( WFM)hel pt oac hi ev ebot h? Fi v eway st ous eWFM f orhappyempl oy eesandhappyc us t omer s T ak eal ookaty ourc ont ac tc ent er .Ar ey ouragent shappy ?I fnot ,whynot ?What mot i v at est hem t ogot heex t r ami l eandwhatdoy ouneedt odot oat t r ac tandk eep t hebes tpeopl e?Gonear et heday swhenagent swer enotex pec t edt ot hi nkf or t hems el v esands atwi t hheads et son,ans wer i ngr out i neenqui r i esal l dayl ong.Di gi t al i z at i on,amobi l ewor ket hi c( i fy ou’ r enothappy ,y ous i mpl ygoel s ewher e)anda gr owi ngc us t omer c ent r i cappr oac ht odoi ngbus i nes shav et ur nedt hi sout moded per c ept i ononi t shead.T oday ’ smul t i s k i l l edagent sar ehi ghl ypr i z edas s et s ,t he f r ont l i net oc us t omer swi t ht hepowert omak eorbr eakc us t omerex per i enc es ,c or por at er eput at i onsandpr of i t abi l i t y . Agent sl i k et of eel t heyar ev al ued,engagedandhav et heoppor t uni t yt omak ea r eal di f f er enc et ot hec ompanyt heywor kf or .Us i ngt hel at es tWFM i nc l udi nga l i f es t y l eands el f s er v i c edi mens i oni sc ent r al t ounder s t andi ngandgal v ani z i ngt hi s humanf ac t ort oens ur ehappyandpr of i t abl ec us t omer s .Us eWFM t o: 1.Mak el i f eeas i er–mi ni mi z et hes t r es sofs t r et c hedr es our c esbyus i ngaut omat edf or ec as t i ngandi nt r adays c hedul i ngt or i ght s i z ey ourc ont ac tc ent ert hr oughout t hedayorr un‘ whati f ’ s c enar i ost obet t erpr epar ef orbus ys eas onal per i odsor s pec i al mar k et i ngc ampai gns . Thenl etaut omat i ont ak eawayt hemonot onyofhandl i ngr out i neenqui r i esus i ng Ar t i f i c i al I nt el l i genc es ol ut i onsor“ bot s ” .Thi sl eav eswel l s c hedul edagent sf r eet o dot hec l ev ers t uf fl i k ehel pi ngc us t omer swi t hhi ghl yemot i v eors ens i t i v ei s s uesor t ur ni ngar oundups etorangr yc us t omer s–al l t het hi ngst hats purt hem ont oex c el r at hert hanj us tdoagoodenoughj ob. 2.Empoweragent s–bygi v i ngt hem c ont r ol ov ert hei rwor k i ngl i v es .Thr ough s el f s er v i c e,al l owt hem t os el ec tbr eak sandl unc hes ,s waps hi f t s ,adv i s eov er t i me av ai l abi l i t yandr eques tt i meof fwi t hi mmedi at ef eedbac k .I fwor k i ngf r om homei s eas i er ,l ett hel at es twebbas edWFM t ec hnol ogygi v et hem t heopt i ont ol ogi ns ec ur el yus i ngt hei rowndev i c esi nc l udi ngt abl et sandot hermobi l edev i c est oc hec k s c hedul es ,c oac hi ngandt r ai ni ngs es s i ons . 3.Ret ai nt hebes t–ast her ol eofagent sbec omesmor es t r at egi c ,t heyc anex pec t hi gherwagesandbet t erpr os pec t s .Compani esneedt owor khar deratat t r ac t i ng andt henk eepi ngt hebes tt al ent .Us eWFM t odev el opanef f ec t i v es k i l l smat r i xt o k eepupt odat ewi t hagents k i l l sandt r ai ni ngandus et hei nf or mat i ont os uppor tt ai l or edper s onal dev el opmentpl ans ,onet oones es s i onsandmeani ngf ul c ar eer pat hsi napr oac t i v eway . I nt r oduc et hel at es tgami f i c at i onf eat ur est omot i v at eempl oy ees ,pr ov i deaf or um f ors har i ngt opt i ps ,enc our ageheal t hyc ompet i t i onandr ewar di ndi v i dual andt eam per f or manc ei naf unenv i r onment . 4.Bui l dat eam ofambas s ador s–l i k eal l t ec hnol ogy ,t hemor ey ouus ei t ,t hemor e c onf i denty oubec ome,t ot hepoi ntwher ey ouf er v ent l yc hampi oni t .Thes ameappl i est oWFM.Keepaney eoutf ort hes enewc hampi onsi nt hec ont ac tc ent erand mak et hem ambas s ador sofWFM t oboos tagenti nv ol v ementandt her ol eoft ec hnol ogyt ohel pdel i v erout s t andi ngc us t omers er v i c e. 5.Cl os et hel oop–y ouragent smi ghtbey ournewc us t omer sbutc l os et hel oop wi t hendc us t omer st opr ov i deas eaml es s ,endt oendex per i enc e.Li s t ent oy our agent s ,ont hef r ont l i ne,t heyk nowi fy ourc us t omer sar ehappy ,whatwor k sand whatdoes n’ t .Dev i s eamec hani s mf oragent st os har ebes tpr ac t i c e–bui l di ngi n t i mef orwor k s hopst ohearwhatwor k si nt er msofs c hedul i ngands ugges t i onsf r om t hef l oorast ohowi tc oul dbei mpr ov edandr emembert oc el ebr at eanys uc c es s f ul c hangesadopt edasar es ul t . Themor ey ouunder s t andwhatmak esy ouragent sandc us t omer s t i c k ,t hemor eef f ec t i v ey ou’ l l beatc r eat i ngawel l bal anc ed c ont ac tc ent eri ns i deandout .Thenwhet hert hec hi c k enort he eggc amef i r s tbec omesi r r el ev antasi t ’ sac ont i nuousv i r t uous c i r c l eofhappyempl oy eesandc us t omer s .
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