Contact Center Executive Outlook on Employee Engagement

Contact Center Pipeline

Employee engagement continues to top the lists of management challenges—and with good reason. Contact centers have learned a lot about employee engagement in recent years, most significantly that the foundation […]. Agent Engagement agent feedback agent retention call center contact center continuous improvement employee engagement mentoring recognition transparency

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 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

Customer Centric Employee Engagement


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.

The Employee Engagement Virtuous Cycle (Video)

Customer Experience Matters

Why should you care about Employee Engagement? Take a look… Video Script: Did you know that engaged employees are really, really valuable? The post The Employee Engagement Virtuous Cycle (Video) appeared first on Customer Experience Matters®.

Report: Employee Engagement Competency & Maturity, 2018

Customer Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2018. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: To understand how companies are engaging their employees, we surveyed 178 large companies and compared their responses with similar studies we’ve conducted in previous years.

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 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.

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 Ambassadorship: CX Focus Built On Neither Employee Satisfaction Nor Employee Engagement

Beyond Philosophy

Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

This approach is simply called Employee Engagement Taskforce. In this process, you would ask for your employees to volunteer to represent their entire peer group, and after establishing the best representation, lay out the main objective. CCW employee engagement

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

Employee Engagement: A Goldmine of Untapped Value (Infographic)

Customer Experience Matters

Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page. pdf format Here are links to the research referenced in the infographic: Employee Engagement Competency & Maturity, 2017 Employee Engagement Benchmark Study, 2017.

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

Understanding the Employer Journey — The Employee Engagement Loop


Yet to have the ability to achieve that goal, is it necessary to put your employee one notch above the customer? If any leader aspires to ‘put the employee first’, then it is important to have structure and rigor in doing so. What do I mean by the ‘right employees’?

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.

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.

The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement

Brad Cleveland

The Edge of Service™ Newsletter, Issue 17: The Stunning Stats Behind Employee Engagement I believe there are three categories of statistics any leader needs to know about employee engagement: First, employee engagement is strongly tied to customer experience.

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?

“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%

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.

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.

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?

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 411

11 Proven Approaches to Customer Feedback Employee Engagement


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.

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?

Top 5 Posts in July

Contact Center Pipeline

Our most-read posts in July included something for everyone—including insightful suggestions for improving employee engagement by top industry leaders; a two-step process to help you stay on target to meet monthly or weekly service level goals; a look at how customer experience is driving new levels of business growth; why customer satisfaction survey data isn’t […].

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.

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.

What is Customer Experience Collaboration?


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.

Inside View: Adriana Thompson,

Contact Center Pipeline

Leadership call center career growth contact center employee engagement leadership learning & developmentAdriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the qualities that have enabled her to excel in her current role as Customer Love Team Floor Manager at, an online […].

Amazing Business Radio: Julie Ann Sullivan


Engaged Employees Make Happy Customers. Are your employees engaged? Top Takeaways: When employees feel like they are contributing to the company, they become problem-solvers and idea-makers. When employees feel acknowledged and valued, that’s reflected to customers.

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

Amazing Business Radio: James Dodkins


Putting Your Customer First By Putting Your Employees First. Shep Hyken sits down with James Dodkins to discuss James’s new book, 136 Ideas For Rockstar Employee Engagement , having an employee mission, and the real definition of customer experience. ? ?.

Bad Feedback Is the Best Feedback. Are You Listening For It?


As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Your employees hate their jobs.

7 Signs of Decline for the CX Movement in 2015

Beyond Philosophy

Colin is an international author of four bestselling books and an engaging keynote speaker. Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally.

CRM 311

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.