“We found that by letting agents know what their goals and results are, supporting them with on-the-job training and coaching, and recognizing their efforts, they help us drive improvement.”
Amidst the COVID-19 pandemic, a leading hospitality brand with thousands of properties around the world faced mounting challenges. To come out on top and achieve its customer satisfaction and loyalty goals, as well as increase overall sales, the Company needed to step up its efforts to deliver an exceptional level of service. Realizing that frontline contact center employees are a critical driver of customer satisfaction and sales, the company set out to simplify and improve the experience for its reservations and service desk agents. Another focus area was enhancing learning and coaching processes to increase proficiency and performance levels. To succeed, they needed to address the following:
• Eliminate the barriers to success created by the plethora of tools and platforms agents were required to navigate to get their jobs done.
• Keep agents aligned with their performance against goals by consolidating operational data and providing a single source of truth on performance targets and goal achievement in real-time.
• Empower team leaders who struggled to adequately personally guide their teams and demonstrate the company’s coaching culture during the shift to work from home.
With these objectives in mind, the Company set out to find a solution that would personally guide both frontline agents and their team leaders in driving engagement and performance improvement. Gamifying the experience and keeping it fun would be a great bonus
“I’ve found that agents are very responsive to challenges and competition, and so are their managers.”