By identifying the drivers of successful customer conversations and replicating best practice across frontline employees, you can significantly improve business outcomes – and employee engagement.
Empowering your employees to have great customer conversations – whatever the channel – gives them confidence. This has been proven to positively impact employee engagement, which, in turn, means significantly better customer experiences – and therefore improved CSAT, NPS and Customer Effort scores, as well as increased spend and loyalty and likelihood to recommend.
And with 7/10 employees saying that ‘job related training and development’ directly influences their decision to stay with a company, it’s clear that helping employees to be the best they can be should be a key business priority. And that’s precisely what Performance DNA has been designed to do.