What’s my motivation for this scene?

What incentives are you directly or indirectly offering your front line staff? Are you rewarding them for how many customers they can serve in a limited amount of time or are you rewarding them for how well they can meet the needs of the customers?

While it may appear to be more financially beneficial for an organization to prioritize the quantity of customers it interacts with, if the quality of those interactions is poor – think 5 minute doctor appointments or 2 second phone calls with customer support – then the results are not helpful for customer retention.

If a call center employee is paid commission based on how many calls they take a day, then they will not focus on solving customer issues, they will instead urge customers off the phone as quickly as possible in order to take more calls.

Long wait times to speak with a company representative are an issue for CX, but so is having to call back multiple times to solve one problem.

What is the end result that you really want? What motivation are you giving your front line employees? To truly help customers or to move them through the system as quickly as possible?