Want to know a fundamental way to improve guest experiences? Put your people first. This is a simple statement but in reality requires a thoughtful approach to talent acquisition, employee experience and engagement. When employees are engaged, motivated and well-supported, they’re more likely to provide excellent service to your guests. But what’s the best way to create a positive employee experience that translates into better guest experiences? We have a thing or two to share on this topic.
First thing’s first: Finding the right agents for exceptional guest experiences
The industry continues to struggle with an ongoing labor shortage, while global demographic trends indicate a narrowing of the labor force in the years to come. Having access to the right customer care agents is a make-or-break situation for many companies as travel and hospitality customer care agents require a specialized skillset compared to hires with a more standard skillset. They need to thoroughly understand the details of policies, packages and rewards programs to help travelers understand their options effectively. This is key because misinformation can negatively impact customer trust and lead to costly goodwill gestures.
A top-tier customer experience BPO partner can ensure access to that special blend of high-quality talent that matches your agent profiles, experienced through real-world simulators and continuous learning. These agents are central to enhancing the overall experience as they’re empowered to proactively offer travel advice and recommendations that customers might not have considered.
A CX BPO partner should use distinctive hiring and training methodologies that enable agents to exceed typical expectations. They should have comprehensive knowledge of traveler experiences and affiliate relationships. Mastery of Global Distribution System (GDS) platforms is also crucial for managing inventory, reservations and bookings.
A top-tier customer experience BPO partner can ensure access to that special blend of high-quality talent that thoroughly understands the details of policies, packages and rewards programs to help travelers understand their options effectively.
Balancing work and life
Maintaining a healthy work-life balance is crucial for employee satisfaction. Flexible scheduling, remote work options and wellness programs can help employees manage their personal and professional lives more effectively. This balance leads to happier, more productive employees who are better equipped to provide excellent guest experiences.
At Foundever™, we believe a hybrid CX delivery model offers the best of remote working and physical contact centers for employee engagement. It combines engagement, scalability and performance, wherever employees are connected. Employees choose when they want to work from home and when they wish to work at a nearby physical contact center. This flexibility is further enhanced with smart scheduling tools that give agents more control over shift patterns and the option to earn points and rewards that can be traded against being prioritized for certain days or times.
A hybrid approach recasts the contact center as a venue for the transmission of an organization’s culture and values as well as a place where agents engage with a company’s customer base. Through specifying times when employees are required to come to a physical site, there’s an environment where employees across different organizational functions come together to interact, exchange ideas and support each other. In doing so, each physical site becomes a touchstone for the brand being supported and provides a destination for personal and professional development, whether through direct training modules or via learning indirectly from coworkers in the moment.7
Training and development: Investing in your workforce
Investing in your crew’s training and development is your passport to maintaining first-class service standards and building a culture where excellence is the native language. Employees should have access to continuous learning opportunities that keep them informed about the latest industry trends, technology and best practices. This builds their skills and boosts their confidence and job satisfaction.
Creating a supportive work environment
A supportive work environment is important for employee wellbeing. This includes providing the right tools and resources, encouraging open communication and promoting a culture of teamwork and collaboration. When employees feel supported and valued, they’re more likely to go the extra mile for guests.
Encouraging employee feedback
Listening to employees’ feedback is vital to understanding their needs and concerns. Regular surveys and open forums can provide valuable insights into how to improve the work environment and processes. Acting on this feedback demonstrates that the organization values its employees’ opinions and is committed to making positive changes.
Investing in employee experience is a strategic imperative for travel and hospitality brands. A happy, engaged workforce goes hand in hand with top-notch guest experiences, driving customer loyalty and ultimately boosting the bottom line.
A happy, engaged workforce goes hand in hand with top-notch guest experiences and drives customer loyalty.
Key takeaways
Prioritize talent acquisition and development. Finding and retaining the right customer care agents is key. Partner with a top-tier customer experience BPO to ensure access to high-quality talent and provide continuous learning opportunities to keep agents well-informed and proactive.
Embrace flexible and hybrid work models. Maintaining a healthy work-life balance through flexible scheduling, remote work options and wellness programs leads to happier and more productive employees.
Invest in a supportive and collaborative work environment. Creating a supportive work environment with the right tools and resources, promoting open communication and building teamwork is essential. Regular feedback from employees through surveys and open forums helps understand their needs and improve the work environment.
7 - Foundever, “The future of work & employee experience: How CX everywhere delivers benefits everywhere,” foundever.com.
8 - Foundever, “Our people are our superpower: Inspiring creativity, commitment and connection at Foundever™,” foundever.com.