4 Ways To Make Your Hybrid Customer Support Team Successful

by John Radtke

4 Ways To Make Your Hybrid Customer Support Team Successful

More and more companies are sending their employees back to the office. At the same time, other companies are having worries about sending their employees back to the office. The new normal is created and the Hybrid office environment. Working with these teams will be challenging at best to find new ways to be successful. Here are four ways to make your Hybrid office successful.

Here are four strategies to set up your hybrid support team for success: 

  1. Distinguish between remote and in-office:  Remote office employees will still need a little more support than your employees in the office. You have to make sure that your remote employees are not feeling left out. Remote employees might feel alienated while the in-office employees are more collaborative. Collaborating with other employees after a long time working from home is key to being successful. Make sure your remote employees don’t feel left out. Engage with your entire team in all meetings. Give your remote team a voice in the room.
  2. Monitor the Hybrid KPI’s: In-office employees will be collaborating more, and your metrics might look different from remote employees.  Monitoring calls, emails and ensuring your hybrid team is on point with helping customers is still extremely important. You still need to trust that everyone is doing their job. The main KPI is the customer experience, customer retention, loyalty, and first contact resolution. It would be best to let your hybrid team know these metrics are now a top priority. Trust your team to get the job done right. It will ensure you and your hybrid team are on the same page. 
  3. Recognize a job well done:   When your hybrid team supports customers, it becomes even more critical to find ways to acknowledge their work. Recognize individual and team performance. Figure out what means more for your team, maybe a gift card to their favorite restaurant, clothing store, or online fun store—taking time out of your day to have a quick meeting with your team to discuss how things are going. Don’t forget to have one-on-one during the week to keep your individual and group morale up. When an employee wishes to come back to work, welcome them with open arms. 
  4. Employee satisfaction leads to customer satisfaction:  Using the proper metrics, customer service rewards, and meetings to discuss improvements and wins. Your hybrid team also needs to compress feeling stuck in their house and in-office employees who wish to stay safe. It’s best the team feels together when we’re all apart and getting back together again.

It’s a challenge to work remotely and in the office after this pandemic to feel work is getting done. Being patient with yourself and your team needs to be addressed. Discuss with your hybrid team the best suggestions and improvements to make working at home and the office safer. 

 

John is the sales/marketing manager at Cygnus and has over twenty years of customer service experience. John is passionate about helping businesses give a superior customer experience.

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