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: […].

Employee Engagement: A Confluence of Passion and Purpose

CX Journey

Image courtesy of Pixabay Why is it so difficult to understand what employee engagement is all about? It's great that there's an ongoing spotlight on employee engagement because it's still at an all-time low. What is Employee Engagement?

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.

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.

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.

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.

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.

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

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

“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

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?

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?

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.

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

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.

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.

SaaS 40

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 ?

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.

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.

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.

How to Engage Employees in Your Customer Experience Strategy

CX Journey

Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. It's real, and your employees matter! When employees are in the know, they can commit and take ownership.

Passion is The Key to a Great Contact Center

Call Center Weekly

as a common phrase being used by employees. As customer support agents are the frontline for all customer interactions, it is of vital importance to ensure they remain enthused, engaged, and inspired. I call it the engagement profit chain."

Why Mindfulness Belongs in Your Call Center

Customer Centric Support

Better metrics, happier customers and more engaged agents are results we all want to know more about. More importantly, the corporate leadership gained an understanding of how important investing in their employee’s overall emotional health and sense of purpose is to company culture.

Two Questions Every Customer Service Manager Should Be Asking Everyday

Bill Quiseng

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Happy employees are inclined to go above and beyond for your customers. You can’t satisfy customers with disengaged employees.

3 Types of Customer Experience Action Essential to ROI

ClearAction

Omni-channel First Contact Resolution (FCR) is a widespread goal of most customer care groups, regardless of whether the customer called, emailed, texted, posted, or engaged in a service chat or self-service. Employee Engagement: Living Your Brand Promise.

Philosophies to Improve Your Customer Experience in 2015

Beyond Philosophy

Philosophy #5: Getting employees on board is critical to your successful Customer Experience. Colin is an international author of four best-selling books and an engaging keynote speaker. There are many philosophies out there.

Three Low Cost Ways to Improve Customer Service

Bill Quiseng

If you do not have a survey process, ask your employees to document and forward any complaint to the CSI team. While that information is important, consider the overall message you are giving new employees at the end of their first day.

The Business Case for a Great Employee Experience

CX Journey

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.