Customer retention rates are an average of 18% higher when employees are highly engaged ( Cvent).Companies with engaged employees outperform those without by 202% ( Business 2 Community).Companies with highly engaged employees have average 3-year revenue growth of 2.3 times greater than companies whose employees are only engaged at an average level.Employees who are engaged are 27% more likely to report “excellent” performance.Engaged Employees Make Money.īusinesses simply must embrace employee engagement and build a strong program that motivates all employees in a way that feeds the company’s unique culture and is sustainable. Then we’ll talk about how it can help shape your ongoing company-wide employee engagement program. Next, we’ll look at how gamification, which uses game mechanics to encourage desired behaviors and provides a way to reward agents for meeting and exceeding expectations, can be used to start your contact center agent engagement effort. Let’s first take a look at why employee engagement is so critical to business success. But, it is not necessary, nor advised, to boil the entire ocean at once. Like moving to customer-centricity, becoming an employee-centric organization often requires a top to bottom shift in culture. Getting and keeping contact center employees engaged is foundational to accomplishing this objective. Gamification software is an enabling technology that can help. So, in order to be truly customer-centric, you must first become employee-centric. But in order to ensure that this is so, every employee must also have an equally wonderful experience at work every day. Recently, we published a blog on customer-centricity, which refers to creating a culture that places the customer at the core of every business decision a company makes so that their experience at every touchpoint is amazing every time.
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