Ahead of her session at CXN Live: Future CX & Contact Center Trends & Technology APAC 2021, Caren Cheng, head of customers, fulfillment and product development at DiGi Telecommunications shares a leadership strategy to empower employees.
CX Network: What has been your greatest CX success in your career so far?
Caren Cheng: Operationally, at DiGi we moved from multichannel to omnichannel for our customer care office enabling them to service our customers more efficiently and effectively. With that, our customer care officers have more capacity to upskill themselves with [sales focused] skillsets to cross-sell and/or up-sell Digi products. As such, we are moving - slowly but surely - from [a] servicing-focus to [a] sales-focus.
CX: How can workforces empower their employees?
CC: Leadership can practice the tight-loose-tight management strategy. [This is] a technique that gives more empowerment and confidence to our [own] customer care agents. The leadership team are tight in expectation and direction setting, loose in their trusting of their team to do the work well and tight in follow-up and accountability.