Recent Statistics on Employee Engagement

Brad Cleveland

Compared with disengaged employees, highly engaged employees are more than 4X as likely to recommend the company’s products and services and do something good for the company that is not expected of them, 2.5X

Hot Trends Impacting Contact Centers: Employee Engagement

Contact Center Pipeline

Agent Engagement call center contact center employee engagement VoE Voice of the Employee work environmentYou would expect to see a feature article about trends at the beginning of the year. We did that.

Trending Sources

The Human Side of Employee Engagement

Customer Experience Matters

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, […]. CCXP1 Customer-Centric Culture Customer experience Employee Engagement

CX Competency: Employee Engagement (Video)

Customer Experience Matters

This video provides an overview of one of those competencies, Employee Engagement, where the goal is to align employees with the goals of the organization. Here Are Five I’s of Employee Engagement: […].

Report: Employee Engagement Competency & Maturity, 2017

Customer Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2017. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers.

Six Rules for Smart Simplicity and Employee Engagement

CX Journey

Is this the secret to employee engagement? In his talk, he poses a question, a bit of a chicken-and-egg situation, something along the lines of: Does being less engaged make employees less productive. I would equate this to employee ownership.

3 Keys to Employee Engagement from Coach K

Beyond Morale

Do you ever find yourself looking to various sports for examples that you can use to improve employee engagement? GET the 99 Employee Engagement Statistics ebook and see our tribute to another Hall of Fame Coach John Wooden.

Surprising Ways to Motivate Your Agents

Contact Center Pipeline

Agent Motivation call center contact center employee engagement morale motivationI love movies. So, I was thrilled to win movie tickets as part of a contact center sales campaign back when I was an agent.

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The Big Mistake Most Organizations Make with Employee Engagement

Beyond Philosophy

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. It’s not only good for employee engagement, but it can mean your Customers are more satisfied with you—and how much they spend with your brand. Combining the Customer and the Employee Experience.

Trust is Important in the Contact Center

Call Center Weekly

Trust is a result of listening to staff, engagement, and inclusion. CCW contact center employee engagement leadershipBy Celia Thomas To aid and ensure contact center agents are successful, leadership must support and values them. One key area in this development, is trust.

Why Would You Wait to Improve Employee Engagement?

Beyond Morale

When you feel like you are part of a great team your employee engagement is high. So when you do not feel you are part of a great team, and employee engagement is low, why would not want to take actions to improve employee engagement?

Motivation and Engagement: Your Leadership Matters

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation

Employee Engagement & ROI: Are Your Employees Happy and Motivated?

Beyond Philosophy

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. What Walmart and Google Show Us About Employee Engagement.

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. However, with a very tenured workforce, (employees with 30 to 40 years of experience not being unusual) they needed a strategy for evolving the customer experience that started from the inside-out. Three Important Considerations for Employees When Improving Customer Experience.

The Value of Communities

Contact Center Pipeline

Agent Engagement call center Collaboration Communities contact center customer engagement employee engagement interactive intranets metrics

Hot Trends Impacting Contact Centers: Millennials

Contact Center Pipeline

In our five-part series on hot topics that are impacting contact centers, we have asked industry leaders for their thoughts on employee engagement, IoT-enabled service strategies and AI in the center.

7 Things That Will Keep Employees Loyal, Happy and Returning to the Job

Call Center Weekly

By Jessica Menapace Care Personally It is important for me to be sure that my employees know that I care about them personally. When employees feel and know that they are not just a number, or a body in seat doing a job, it creates a feeling of worth.

11 Proven Approaches to Customer Feedback Employee Engagement

Genroe

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. Introduce Employee NPS® (eNPS). Employee NPS is an operational measure, just like NPS.

"Follow the Leader" Featuring Nate Brown

Call Center Weekly

He is known for bringing a unique energy to the table that engages employees and takes teams to the next level. CCW employee engagement leadership Learning & Development People ManagementHow do you ensure buy-in from your team?

Motivation and Engagement: Your Leadership Matters

Brad Cleveland

Call Center Contact Center Customer Service Leadership Organization and Culture Videos Brad Cleveland employee engagement leadership motivation

Engaged Employees = Happy Customers

Contact Center Pipeline

Employee engagement is more than just a buzzword. Engaged employees are more enthusiastic about their contribution to the business and, ultimately, increase the level and consistency of service provided to their clients.

Traits of Engaged Employees

Brad Cleveland

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization.

An Alternative Approach to Agent Training

Call Center Weekly

CCW employee engagement Employee Experience Learning & Development People ManagementBy Sean Hawkins Two of the common reasons I hear regarding a lack of agent training, are no money and no time.

Top 5 Posts in August

Contact Center Pipeline

Agent training, development and engagement were top of mind for Pipeline blog readers this month. Featured call center career development coaching contact center employee engagement leadership millennials

Are your Parents are to Blame for Low Employee Engagement?

Beyond Morale

Since employee engagement is deeply rooted in relationships, is this lack of coaching and education from parents a contributing factor to the low levels of engagement? The post Are your Parents are to Blame for Low Employee Engagement?

“U.S. Employee Engagement Reaches Three-Year High.” Where Customer Experience and Value Delivery Are Concerned, Shouldn’t We Ask: ‘So What?’

Beyond Philosophy

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2%

Time Flies When You’re Having Fun

Contact Center Pipeline

Agent Engagement agent motivation call center call center fun activities contact center employee engagement scenario-based learning training activities

Customer Experience Handoff Silos are the Heart of Success

ClearAction

It all starts with each employee seeing their role in terms of “why should customers pay for my work?” Job descriptions are an employee’s first guide to what they need to do to get paid. 6) Customer-Centric Employee Engagement.

What It Means to “Take Care” of the People, Who Take Care of People

Call Center Weekly

She designs training sessions and sustainment programs intended to improve patient and customer experience, while also engaging leaders and employees by developing and deepening the understanding of emotions. CCW employee engagement Employee Experience People Management

The Age of Agent Engagement

Aspect

Today, we released part 2 of our Agent Experience Survey focusing on an essential part of any successful contact center: agent engagement. In this report, we dive deeper into the idea of engagement answering key questions like: How does employee engagement influence job satisfaction?

10 Silos Impact Customer Experience

ClearAction

This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

6 Extremes That Are Killing the Productivity of your Telecommuting Employees

Call Center Weekly

By Julie Fredrickson Whether you have a few employees occasionally working at home, or an entire staff working remotely, there are some extreme management techniques that can kill your employees’ productivity. CCW employee engagement leadership

Purposeful People Are More Loyal Customers and Employees

Customer Experience Matters

One of the areas we are interested in is the impact that a person’s level of purpose and meaning has on how they behave as an employee and customer. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. Customer experience Employee Engagement PurposeTemkin Group has labelled 2017 The Year of Purpose, so we have been examining the topic of purpose across many different angles.

How Human Resources Can Add Value to Customer Experience Excellence

ClearAction

Developing and recognizing employees. Part 2 of this article revisits a #CXO chat on twitter where ideas were discussed on how HR can expand value to the company’s CX goals by facilitating knowledge management, employee engagement, and cross-functional collaboration.

Why Customer Experience Excellence Requires HR Engagement

ClearAction

Why Customer Experience Excellence Requires HR Engagement. And it’s commonly accepted that engaged employees are a prerequisite to high-value, engaged customers. Make sure employees buy into the Why not just the What. Customers First, or Employees First ?

Creating Employee Experiences That Drive Customer Delight

CX Journey

Discover the importance of employee engagement and happiness in driving customer delight. And the people who do that are your employees. Happy employees lead to happy customers, and delighted employees lead to ecstatic customers.

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Connecting Satisfaction With Behavior: Does The Service-Profit Chain (or The Employee Engagement-Profit Chain) Still Work?

Beyond Philosophy

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.