Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer initiatives upfront by making sure that they have a voice at the table and can contribute their input throughout.
Why? Engaged agents will:
- Provide valid feedback on what is working on the floor and what is not working;
- Be more supportive of change so that the customer initiative is successfully adopted and the impact is positive; and
- Be more satisfied with their role, which leads to higher performance and engagement (a domino effect).