There is a lot of talk these days about XLAs and how they can be used to improve both customer and employee experience. But aren't they both intertwined? Very much so. While inadvertent, there are times when changes made to achieve organizational goals or improve the customer experience overlook the impact on support professionals. Process and procedure changes can backfire and translate into frustration for both… and support professionals end up being caught in the middle.
So, how do we implement improvements that increase customer experience without reducing the morale or increasing the stress levels of support professionals? By focusing on how these experiences are interrelated and by recognizing the impact of:
-A focus on SLAs (vs. XLAs)
-Technology that lacks oversight
-A focus on transactions and metrics
-Policies and overly bureaucratic processes vs guidelines
-Focusing on customer satisfaction (vs. customer experience)
Attend this session to learn practical and proven methods for implementing improvements that enable both a positive customer and employee experience.
Takeaways
• Recognizing the relationship between employee and customer experience
• Leveraging XLAs to improve the customer journey and employee experience
• Using systems thinking when making decisions and improvements

Takeaway

• Recognizing the relationship between employee and customer experience
• Leveraging XLAs to improve the customer journey and employee experience
• Using systems thinking when making decisions and improvements