How Cyberbacker Prioritizes Employee Engagement to Deliver Exceptional Customer Experiences

“According to a recent Gallup poll, when employees feel valued and engaged, they are more likely to go that proverbial “extra mile” for their customers, and the Great Resignation has renewed interest in retention rates and employee engagement in many service-based sectors. Today’s employers are interested in how they keep employees happy in their positions not only so they can pass those good feelings along to the customer, but so the employer is more likely to retain top talent.” —Contributed Article by Shiela Mie Legaspi, President, Cyberbacker?

Going the extra mile for customers has always been a fundamental principle. This insight is particularly relevant to companies like Cyberbacker, where employee engagement is pivotal in delivering exceptional customer experiences.

The Synergy Between Engaged Employees and Satisfied Customers

Think of someone you've encountered who exudes positivity – it's contagious. Employees who genuinely love their jobs and feel appreciated by their employers often transmit this positivity to their interactions with customers. These employees take immense pride in their work. A happy customer is tangible proof of a job well done. Cyberbacker is a company where the cyberbacker-client relationship is pivotal. Engagement in this partnership directly impacts the quality of service provided.

“Employees want to have a sense of pride in their work, and a happy customer is a good indication of a job well done. Employers who emphasize a supportive and engaged workplace culture can probably see the fruits of that labor firsthand,” says Sheila Mie Legaspi.

Cyberbacker strongly emphasizes nurturing a supportive and engaged workplace culture, allowing its people to flourish and excel. By creating an environment where cyberbackers feel motivated and valued, the company ensures that clients receive high-quality services.

Embracing Humanity in a Digital World

As our world becomes increasingly digital, it's crucial to recognize the enduring importance of human connection. Service-based industries, including virtual support, revolve around creating and fostering these connections. Whether a cyberbacker assists a client over the phone or through digital channels, the human element remains at the core of the client-cyberbacker relationship. Cyberbacker recognizes the significance of this human connection and strives to maintain it as an integral part of its workplace culture.

Enhancing the Employee Experience at Cyberbacker

Cyberbacker exemplifies a strategic approach to enhancing the Cyberbacker experience. It begins with a meticulous hiring process to select the right individuals for the job. Once the ideal team members are on board, they are empowered to leverage the skills and expertise that initially attracted Cyberbacker to them. Cyberbackers can make decisions, offer creative solutions, and provide exceptional virtual support services. The emphasis is on trust rather than micromanagement, fostering a sense of value and appreciation within the organization.

Moreover, Cyberbacker recognizes that its people are on the frontline, possessing valuable insights into serving client needs and optimizing service delivery. An open-door policy ensures that cyberbackers’ suggestions are heard, reinforcing their sense of belonging.

“Focusing on rewarding and incentivizing a job well done is also important for employers in the customer-service space. Employers can offer time off incentives and cash bonuses, or hold contests to keep employees invested in the overall company goal of great customer service.” —Shiela Mie Legaspi, President, Cyberbacker?

Cyberbacker strongly emphasizes its people's well-being, encouraging staff to prioritize self-care and the right counterbalance between work and personal life. This approach acknowledges the demands of virtual support, particularly during long shifts, and aims to support cyberbackers in maintaining a sense of equilibrium.

With Cyberbacker’s unwavering commitment to fostering an engaged workforce, they exemplify how prioritizing their people’s experience directly translates into exceptional customer experiences.