The most customer-centric organizations build on a foundation of employee engagement. What’s behind that level of engagement? As it turns out the key driver is purpose. Watch this...
Read More >>>Tag Archives: employee engagement
Do your goals and metrics foster employee engagement?
This has been a brutal few years for many contact centers. Supply chain problems and the Great Resignation have caused challenges on every aspect of...
Read More >>>The best way to improve employee engagement
When you peel back the layers of any customer-centric organization, you’ll find a culture of honoring employees, encouraging their insight, and engaging them every step...
Read More >>>Want engaged employees? Create a supporting culture
In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always...
Read More >>>Want to Deliver a Great Customer Experience? Give Your Employees a Voice
When you think about customer experience, what comes to mind? For most people, the answer...
Read More >>>Employee Experience: The Cornerstone of Customer Experience
Everything I’ve seen over the years — in both the organizations I’ve led and others I’ve worked with as an outside advisor — corroborates the...
Read More >>>The Stay Interview: A Powerful Retention Tool
The best contact centers continually work on the root causes of turnover. There are many common causes of turnover, such as insufficient development opportunities, pace...
Read More >>>Removing Barriers to Employee Motivation and Engagement
Incentives, rewards, and other motivational tactics rarely work for long or have limited impact, but you can implement strategies that knock down barriers to great...
Read More >>>Employee Engagement: A Key Metric in All Service Environments
Employee engagement should be a key metric in all service environments. Research shows that employee...
Read More >>>Hands-on Leadership
One of the keys to high levels of employee engagement in contact centers – and the strong performance that follows – is hands-on involvement from the top. For example: Among other endeavors, Dan Gilbert is...
Read More >>>