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5 Epic Employee Engagement Issues You Never Noticed


Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. Yippee!

Key Factors to Improving Employee Engagement in Field Service


Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies? How to Implement Employee Engagement Strategies.

Employee Engagement Primer (Infographic)

Experience Matters

One of Temkin Group’s four CX core competencies is Employee Engagement. That’s why Temkin Group put together an Employee Engagement Resource Page and developed this infographic. CCXP1 Customer-Centric Culture Customer experience Employee Engagement InfographicYou can download the infographic (or poster) below. I hope you enjoy it. Here are links to download versions of the infographic: Poster (18′ x 24″) in.pdf file or in.jpg file Infographic […].

Customer Experience and Employee Engagement Q&A | Video #1

Michel Falcon Experience

The post Customer Experience and Employee Engagement Q&A | Video #1 appeared first on Michel Falcon. Customer Experience employee engagementI’ve started to record videos answering questions that I receive via Twitter, email or via my website. If you would like me to answer your questions, please leave a question directly below this video or tweet me. Michel.

Video 46

Employee Engagement Shaping Call Centers

Customer Interactions

Employee engagement is a top-of-mind concern for many organizations, and improving it should be on your to-do list. Employee engagement has been proven to add tremendous value to organizations, and ongoing developments are pushing its benefits further than ever before Contact centers that are always on the lookout for new tools and resources can hold a powerful competitive advantage. Preparing for the New Year is a great opportunity to join their ranks and explore industry trends.

Employee Engagement Shows on Bottom Line


Market Basket and the struggles they recently encountered highlighted the importance of workplace dynamics, specifically employee engagement.The short of it is that a new CEO took over at Market Basket and planned to cut employee profit-sharing in order to increase … Continue reading → Employee Experience

HR Execs: Wake Up To Employee Engagement!

Experience Matters

In the report Benchmarking HR’s Support of CX and Employee Engagement, we examine what human resources (HR) professionals are doing to support customer experience and employee engagement efforts. CCXP1 Customer-Centric Culture Customer experience Employee EngagementLet me start by saying that HR execs are missing a big opportunity. We surveyed 300 HR professionals from large companies and compared the results to a […].

4 Ways to Improve Employee Engagement


You can’t have a great customer experience without a great employee experience. The two are intrinsically linked: Great managers create great employees, who ultimately create great customer experiences. Clarabridge recently hosted a webinar with Gary Magenta, Customer Experience Will Never Exceed Employee Experience. It shows employees exactly what they need to know.

Rethinking Employee Engagement

Think Customers

labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0 Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Emerging Trends Employee Engagement employeeengagementtips employeeexperiencepercent or less next year.

The Untapped Value of Employee Engagement (Infographic)

Experience Matters

We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. Also, check out our Employee Engagement Resource Page. The bottom line : Companies need to focus more on employee engagement. Customer experience Employee Engagement Infographic

Employee Engagement Is on the Rise

Think Customers

has long been experiencing an employee engagement crisis. Gallup's tracking in March showed an upturn, indicating that companies may be breaking through engagement barriers that have caused stagnant numbers in recent years. workers whom Gallup considers "engaged" in their jobs averaged 34.1 workplace engagement daily in January 2011. Employee Engagement employeeengagement employeeinnovation employeeretentionThe U.S. That's changing, according to Gallup. March's numbers showed that the percentage of U.S.

Top Three Employee Engagement Challenges and How to Overcome Them

Wired and Dangerous

This week marks the 7th anniversary of the release of Taking Care of the People Who Matter Most: A Guide to Employee-Customer Care. Continued interest in applying internal marketing to engage employees is more than a matter of economic recovery; it’s an international business strategy. Organizational silos continue to impede employee collaboration and cohesiveness.

New Verint App Extends Employee Engagement Capabilities on Mobile Devices


Because work doesn’t just happen in the office, this application extends common work activities across devices so that employees can access the capabilities they need—without compromising data security. Workforce Management Workforce Optimization Mobile employee engagement

Why You Can’t Afford to Ignore Employee Engagement (Infographic)

Provide Support

Highly engaged employees make the customer experience. Disengaged employees break it. Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience. Timothy R.

6 Stats That Show Employee Engagement’s Impact On Customer Satisfaction


The idea that employee engagement has a measurable impact on customer satisfaction and retention is intuitive. We understand a disengaged employee is less likely to provide a positive service experience (and even less likely to provide an exceptional one). When Sue is unhappy at work, she isn’t motivated to go above-and-beyond for a customer. She’s. View Article

Five I’s of Employee Engagement (Video)

Experience Matters

Employee engagement is one of Temkin Group’s four CX core competencies. This video highlights our model for making improvements in what we call the Five I’s of Employee Engagement : Inform, Inspire, Instruct, Involve, and Incent. Also, check out our Employee Engagement Resources. The bottom line : Employees are an under-appreciated asset.

Video 39

Driving Employee Engagement in Today’s Contact Center


Contact Centers Customer Satisfaction Customer Service Customer Experience customer engagement optimization employee engagement Call Centers employee productivity Unified Agent Desktop process improvement customer engagement customer focusIt only takes a quick look around your surroundings to see that the world has changed.

Customer Obsession Is An Employee Engagement Strategy, Too


Doing so, while also helping your colleagues feel more engaged with their work. That's a nice thought, and few would dispute the importance of engaging employees to deliver better experiences. So why then, according to Gallup, do employee engagement rates remain stubbornly unchanged year after year? To do that effectively though, CX pros must: Read more.

Employee Engagement Manager (EEM)

Customer Interactions

Mobile apps provide astounding conveniences in our personal lives, and the time has now arrived for mobile apps to similarly transform our work lives for the better

Are Your Employees Engaged to Tell You the Truth?


Surveying employees on satisfaction and engagement is not a new concept, but it’s getting a little more fanfare these days. Forward-looking leaders understand how important it is to have innovative, productive and engaged employees. More and more studies show how important the link between employee experience and customer experience really is.

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

The VOC Guide to Effective Employee Engagement

Customer Interactions

Why Customers Make Great Coaches

Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. 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 for any customer experience effort. Download report for $195.

4 Rules of Employee Engagement

Peppers and Rodgers

Engaged employees are the backbone of an organization. But while business leaders recognize the importance of an engaged workforce, several organizations have been facing high levels of disengagement for a number of years. There’s more… To read the rest of this blog posting click here. or visit employeeengagement

Report: State of Employee Engagement Maturity, 2016

Experience Matters

We just published a Temkin Group report, State of Employee Engagement Maturity, 2016. 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 for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer […].

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. For example, independent research shows that customer focus plays a role in employee engagement. The Ants Go Marching None By None.

Report: Employee Engagement Benchmark Study, 2016

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2016. employees. Take a look at our Employee Engagement Resource Page). Here’s the executive summary: We used the Temkin Employee Engagement Index to […]. Assessments Benchmarks Customer experience Employee Engagement Temkin Group Research TrendsThis is the fifth year that we’ve published the benchmark of U.S. The research is based on an online survey on Q3 2015.

For On-Call Retail Employees, Engagement Takes Time Off

Think Customers

Customer Experience Employee Engagement Sales Effectiveness customerexperience customersatisfaction employeeengagement employeesatisfaction employeetraining retailPractically every retail store currently has their 'Now Hiring' sign front and center in preparation for the holiday rush. There’s more… To read the rest of this blog posting click here or visit

Report: Benchmarking HR’s Support of CX and Employee Engagement

Experience Matters

We published a Temkin Group report, Benchmarking HR’s Support of CX and Employee Engagement. Here’s the executive summary: Employee engagement is a critical component of customer experience (CX). Benchmarks Corporate culture Customer experience CX measurement Employee Engagement Temkin Group Research Trends analytics customer analyticsWe surveyed 300 HR professionals from large organizations in North America and compared the results to a similar study we did in 2012. To determine how effectively […].

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. It results in managers having wrong opinions about their employees and what motivates them.

Employee Engagement Does Not Equal Employee Effectiveness


We hear a lot today about employee engagement. But according to the Hay Group, “ engagement alone does not drive employee effectiveness.” Employees also need to be enabled. In other words, employees need to be in the right role and given a supportive environment with no significant barriers to performance.”

Knowing the Difference Between Culture and Employee Engagement

Think Customers

When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. conference calls, strongly encouraged 60-hour work weeks, and a culture that appears to throw people under the bus to advance in the organizational hierarchy are just a few of the strange experiences employees at Amazon reported and which also fly in the face of employee engagement practices. Personal accounts of 1 a.m.

Employee Engagement and Better Customer Engagement in 2016


While you may or may not have previously considered gamification a key part of these employee engagement efforts, it can help keep your employees focused on what matters and what helps drive the bottom line. One element of employee engagement is setting goals—tracking workforce key performance indicators (KPIs), such as conversion, customer satisfaction and more.

Report: Employee Engagement Benchmark Study, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. Compared with disengaged employees, highly engaged employees are 2.5

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Retail’s Future: Where Customer Experience and Employee Engagement Converge


The evolution of customer and employee expectations is impacting business results for all retailers in a big way. We recently presented new research that quantitatively validates the causal relationship between retail store employee engagement and customer satisfaction--and how that relationship drives business results. Customer Experience Research Employee Satisfaction Retai

Employee Engagement Communication: JOIN #PeopleSkills Chat 6/12

Kate Nasser

What does it take for leaders & managers to excel at employee engagement communication? The post Employee Engagement Communication: JOIN #PeopleSkills Chat 6/12 appeared first on Employee Engagement People Skills People Skills Chat Tweets Uncategorized communication employee engagement leaders Leadership management managers people skills Twitter

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. The first was looking at the employee experience for American workers at all levels of employment. Combining the Customer and the Employee Experience. So how can you do this?