Originally published by LANtelligence. Read the full article on LANtelligence Customer Experience Technology blog.
It can be incredibly hard for leaders to organize and act on unstructured feedback effectively. Lower and mid-level managers are prone to suffering from the same challenges agents face, but there are additional challenges unique to their leadership role. Without the right processes and technology in place to capture and structure the random comments we hear from customers (via our front-line employees), it’s not possible to act on this information effectively even if we’re well aware of it.
There’s no shortage of opportunities to learn from front-line employees, and most of us are already engaged daily. Whether we’re exchanging ideas face-to-face in meetings, trading emails, or looking over case notes, there are plenty of opportunities. Unfortunately, with all that contact, it’s easy for insights to slip through the cracks.