Guest Blog: 7 Effective Ways HR Tech Improves Employee Engagement


This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. Now more than ever, a high level of employee engagement is necessary to thrive, but improvements in this area are not always simple.

Employee Engagement: Why is it Important?

Call Center Weekly

By Jacqueline Santiago Every employer should know they are at risk of high employee turnover, which is why employee engagement is so important. Implementing strategies is more than just providing surveys. You must make employee engagement a primary focus, on a daily basis.

How to Create Employee Engagement Surveys That Get Honest Answers


Although there are many ways to measure engagement and morale in the workplace, the most accurate way to know is to ask people directly. Employee engagement surveys let you get the information straight from your team, while maintaining the honesty and privacy of each team member.

4 Employee Engagement Trends To Watch in 2019

Etech GS

In recent years, it’s become more widely known, understood and accepted that high employee engagement correlates to elevated customer satisfaction and gives a boost to many other signifiers of business success. Going Above Engagement To Focus on Overall Employee Experience.

8 Tried and Tested Methods For Improving Employee Engagement

Customer Guru

“Customers will never love your company until your employees love it first.” ~ Simon Sinek. It is a well-known fact that healthy employee engagement and sustained business growth are correlated. Source: Aon Hewitt European Manager Survey 2011.

Fabulous 10 Ideas to Develop Employee Engagement in the Call Center

Dialer 360

Call center team engagement isn’t a science. These are engaging an organization’s talent. At the essential part of rep’s engagement is similar to any industry. They are failing to offer an engaging, challenging and attractive workplace.

What Ants Can Show You About Employee Engagement & Customer Centricity


For illustrative purposes, let’s replace the word “ants” with “employees”: 3% of employees are seen working all the time. 25% of employees are never seen working. 72% of employees are seen working less than half the time.

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.,

The Sirens’ Song and Short Employee Engagement Surveys


Short employee engagement and satisfaction surveys seem to be all the rage these days, promising to check the daily or weekly “pulse” of a company’s employees. This lures HR executives in with the enticing promise of brevity—who has time to conduct an annual employee survey, anyway? But before you set your course, ask yourself: are these surveys accurate, reliable and precise? Employee Satisfaction ForeSee Solutions

Why Your Customers Care About These 15 Employee Engagement Statistics (And Why You Need to Do the Same Today)


There’s no red curtain of mystique hiding the benefits of engaged employees. Countless research reports and surveys pile up each year defining the business impacts of keeping your employees engaged with their work. Happier employees.

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.

3 Questions That Get to the Heart of Employee Engagement

Toister Performance Solutions

We’d all like to have an employee like Nicky, who goes beyond the basics and is enthusiastically bought-in to serving customers. An employee who takes pride in their job, and brings a bit of their personality to work. The employee needs to understand that definition.

How Surveys Help in Making Data Driven Decisions

ProProfs Blog

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Survey data helps fill in this gap. Survey data provides context to all the decisions and sentiments of the customers.

3 Employee Engagement Best Practices You Can Learn From Customers


Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising.

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?

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.

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.

Employee Engagement: Facing the Future Part 2


In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy. The survey results are representative of the U.S. Figure 2 below illustrates the status of employee communities and chat boards in the U.S.

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.

What Is Employee Engagement and Why You Need It in Your Business


However, they often forget about one of the most fundamental ones: employee engagement. Employee engagement is the thing that makes people shine when they work. What is employee engagement. Why you need employee engagement.

5 Top Customer Service Articles for the Week of April 22, 2019


Top-Rated in Employee Engagement and Customer Satisfaction: How does Quicken Loans do it? And, it isn’t surprising that success appears to start on the inside with a high level of customer engagement. 5 Awesome Ways To Improve Your CSAT Survey Response Rates by Catherine Heath.

5 Top Customer Service Articles for the Week of November 26, 2018


Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. CMSWire) Take your survey?

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Facing the Future of Contact Center Employee Engagement


The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. To test the validity of this research and the overall industry concern with employee engagement, I included formal questions addressing the subject in the 2017 industry-wide survey that Saddletree Research is currently conducting in conjunction with the NACC.

Job Satisfaction Surveys: 2 Templates for You to Use


While being a customer-centric company is key for delivering great customer experience , you can’t forget about the employee experience. After all, happy employees result in happy customers. To identify the happiness level of your employees, you should use job satisfaction surveys.

Top Pillars of a Successful Employee Feedback Survey

Satrix Solutions

Employee engagement and loyalty are vital to any business’ success. But if you’re not capturing employee feedback , be it from engagement surveys, employee satisfaction surveys, or opinion-type surveys, you’re missing out. Employee Engagement

How Do You Get Employees to Take a Survey?

Satrix Solutions

Employee feedback surveys are increasingly being used to guide management decisions. And it’s important to recognize that value obtained from an employee survey is a direct result of how well the survey process is designed and implemented. Offer employees anonymity.

5 Myths about Employee Engagement Most Bosses Believe (and How to Break Them)


Employee engagement definition can be explained in simple words: it’s the emotional commitment that employee has to the organization and its goals. It means that emotionally engaged employees care about their work and their company and they don’t just work for a paycheck.

Employee Surveys is Still the Best Way to Measure Engagement

ProProfs Blog

Employee surveys are tools utilized by organizations to measure engagement, morale, and performance of employees. Additionally, companies also use employee surveys to collect feedback and insights from their employees. Surveys Help Predict Behavior.

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 […].

The High Cost of Poor Workplace Culture

Call Center Weekly

And this, as stated by my friend, is where the problem lies… decent and hardworking employees like me leaving companies because they do not empower or appreciate us. We don’t have any programs, surveys or data proving our customers find our service strong.

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10 Ways to Reduce Call Center Attrition and Improve Agent Engagement


Call center agents and employees have high rates of burnout, poor performance, turnover and many ask why. There are call centers that truly understand the challenging work of agents, and recognize ways to engage and inspire agents to counter the undesirable impacts. By Francis Cyriac.

What makes Millennial Salespeople Want To Join Your Company?

Integrity Solutions

Their employees know that they work for a company that is socially responsible and thinks beyond the bottom line. In the recent Integrity in Selling Study™ , 95% of companies surveyed said “Integrity” is one of their organizational values.

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The Inextricable Link Between CX & EX

Customer Experience Matters

If you’ve followed our research, then you know that we’ve always viewed employee engagement as a fundamental component of customer experience. One of our Six Laws of Customer Experience is that “Unengaged employees don’t create engaged customers.” How can you possibly expect to consistently deliver great customer experience with apathetic or disengaged employees?!?!

The Age of Agent Engagement


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 Customer Survey Design Tips for Actionable Feedback


An effective customer experience survey is a conversation with your clients and customers. Since there’s any number of questions you could ask your customers, a strong survey design process is necessary to help you understand the type of feedback you’re looking for, prioritize the questions to ask, and plan for how you’ll analyze the data and share insights. Effective customer survey design, in particular, allows you to gather actionable insights into your products and services.

10 Silos Impact Customer Experience


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.

How Can A Coaching Culture Attract (and Keep) Top Talent?

Integrity Solutions

According to the latest Deloitte Millennial Survey , 43 percent of Millennials can see themselves leaving their jobs within two years, and only 28 percent plan to stay beyond five years.

How to Successfully Adopt Employee Net Promoter Score in Your Organization

Satrix Solutions

To keep you and I moving in the right direction, Schindler Elevator Corporation employs 60,000 employees in more than 100 countries. Establish Trust with Employees. For many organizations, launching an employee feedback initiative is a delicate endeavor.

Why Customer Experience Excellence Requires HR Engagement


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 ?

What Kind of Customer Experience Leader Do You Need to Be?


Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. Blog Customer Experience CX Day data employee engagement innovation leadership metrics success