A stronger connection between leaders and our greatest asset, the people we employ, is critical in this new highly competitive world of business.
Within the BPO sector, success has 2 key ingredients – customer satisfaction as the outcome and employee satisfaction as the foundation.
Ultimately the way our people feel about our brand, translates into the kind of brand experience that our customers have.
Right now, we are facing a very interesting time in the search and retention of talent – the parameters and value proposition we offer to our people has changed, flexibility being a key component to employee satisfaction.
Another critical component is the need for leaders to reestablish a healthy connection with their employees to ensure they feel safe, heard, understood, guided and empowered. This is fundamental to strengthening operational cohesion, again translating into exceptional customer brand experiences.
As leaders, it is increasingly important to keep your ear to the ground to effectively support the ongoing feedback loop between customers and employees to drive innovation, efficiency, empathy, technology deployment and adoption, training and insights.
We need to be actively involved as the driving force in re-establishing the connection with our teams to leverage the broader groups experience. These insights often bring a diverse set of perspectives influenced by experience, challenges, resilience and deep-seated knowledge.
Let’s roll up our sleeves and stay in touch with our people as it’s the power of our teams that execute effectively on strategy!