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.

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: […].

Positive Employee Engagement Enables Great Customer Experience

Win the Customer

Consistently delivering an exceptional customer experience requires creating employee engagement and culture that cultivates positive service actions. Culture Customer Experience Management Employee Engagement Good Reads Recommended

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.

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.

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.

Morale 144

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?

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.

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

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.

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 Changing Landscape of Employee Engagement

Contact Center Pipeline

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2

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.

The Value of Communities

Contact Center Pipeline

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

Customer Centric Employee Engagement

ClearAction

Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative.

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

Customer Centric Employee Engagement

ClearAction

Customer Centric Employee Engagement Lynn Hunsaker. At Zappos, employees are encouraged to do differentiate themselves with customers by doing something a little unconventional and innovative. Customer-Centric Culture customer-centricity employee engagement

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.

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.

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.

What is Customer Experience Collaboration?

ClearAction

Having a hand in making the company popular is a higher purpose that unifies employees and propels their productivity and tenure. This is how employee engagement takes on much greater significance for customers and employees and investors alike.

“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%

"Follow the Leader", Featuring Lauren Lomb

Call Center Weekly

She is a Corporate Trainer & Leader specializing in customer service, customer experience, contact centers, employee engagement & workplace culture. CCW employee engagement Learning & Development Training

"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?

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

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

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.

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?

How to Embed a Customer Experience Framework 

ijgolding

Do you know if your own people are engaged in what you are supposed to be doing for your customers? Do you know if your own people are engaged in what you are supposed to be doing for your customers? Customer Experience Culture – Customer Experience communication and 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

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?

Engaging your people with CX: Introducing the Customer Experience Game

ijgolding

A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. I could be writing a job description – these are just some of the attributes an individual must possess to drive engagement with CX.