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"The heart and soul of a company is creativity and innovation." – Robert Iger. Customer service has evolved and transformed dramatically, with innovation as its driving force. DHL Express Lebanon, renowned for its leading-edge logistics solutions, has also set unparalleled standards in customer service innovation, particularly within its contact center. The initiatives undertaken in the past year reflect not just a pursuit of excellence but also a dedication to fostering employee engagement, motivation, and well-being.
1. "What Makes You Happy" Box:
In the realm of holistic employee engagement, Rasha, a member of the contact center team, introduced the "What Makes You Happy" box. This simple yet profound innovation encourages team members to jot down elements that amplify their joy in the workplace. Sharing those requests and ideas during team meetings paves the path for constant workspace improvement. This initiative ensures that every voice is heard, and every idea is valued, creating a nurturing and inclusive workspace.
2. One on One Meetings with the Senior CS Manager:
DHL understands that personal touchpoints, open communication, and an understanding environment are critical for team cohesion. Thus, daily one-hour slots are dedicated to anyone wishing to engage in constructive dialogues with the senior customer service manager. Whether it's ideation, problem-solving, or casual conversations, this practice has significantly boosted employee morale and cultivated a culture of open communication.
3. Empowerment through Customer Care Tracing Requests:
Innovation in customer service is not just about tools and tech but also about empowering the workforce. By enabling the customer service team to assist in customer care tracing requests, we have strengthened the employees' sense of purpose. With increased empowerment comes better issue resolution, ensuring that the customers always leave satisfied.
4. Jessica’s "Inspirational Quote Jar":
Motivation, often, is derived from the smallest gestures. Jessica, who is also a team member, came up with an innovative idea, "Inspirational Quote Jar". By inviting team members to begin their day with a motivational quote from the "One Minute Entrepreneur" book, Jessica has infused daily doses of positivity into the team's routine. This not only serves as a daily boost of inspiration but also enhances team cohesion as members share and reflect on these quotes, applying their wisdom to both professional and personal spheres.
5. Quality Self-Assessment:
In a move to blend self-awareness with professional growth, we introduced a self-assessment mechanism. Agents now have the chance to listen to and assess their own call recordings, grading themselves using the same evaluation sheet DHL coaches and supervisors use. This not only provides agents with a first-hand understanding of their service quality but also cultivates a culture of self-improvement. Agents develop a keen ear for their strengths and areas needing enhancement. Furthermore, this proactive approach boosts agent confidence, fosters accountability, and ensures that service quality remains consistent and ever evolving.
In a world where businesses are relentlessly chasing quantitative metrics, DHL Lebanon's customer service contact center serves as a testament to the belief that innovation, engagement, and genuine care for employees can lead to unmatched service quality. It is this harmonious blend of employee well-being and customer satisfaction that makes DHL Express Lebanon deserving of the Most Innovative Contact Center of the Year award.
Nomination Title: Empower, Engage, Elevate: DHL Express Lebanon's Customer Service Revolution
