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 As we race towards 2016 and the U.S. MORE
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 MORE
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. MORE
Most companies are looking squarely in the wrong direction for ways to improve employee engagement, says my colleague Michael Mankins. Employees do expect fair pay and good benefits. But those basics alone don’t set one company apart from others, and they don’t do much to build engagement. According to Gallup , something like 70% of US employees say they are not engaged with their job. That creates a bond” between employer and employee, he says. MORE
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 MORE
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. Everyone is looking for a competitive advantage in 2016. MORE
As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. Customer Engagement Employee Engagement disneyinstitute employeeengagement employeeengagementblogs employeeperformance engagedemployees flaviomartins jeannebliss lioraurssy MORE
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. MORE
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. Customer experience Employee Engagement Infographic MORE
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 analytics MORE
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 MORE
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
We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement MORE
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. MORE
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: […]. MORE
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. MORE
Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. In a perfect world, actively engaged employees deliver your brand promise each and every day. MORE
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 focus MORE
Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting. MORE
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? In fact, employee disengagement is a bigger problem than most employers realize. MORE
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. MORE
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. For example, the offices at Rackspace constantly celebrate employee achievements. MORE
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. MORE
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. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement amazonsculture companyculture employeeengagement MORE
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. MORE
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Our research of more than 200 large companies shows that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts. MORE
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. MORE
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 MORE
The evolution of customer and employee expectations is impacting business results for all retailers in a big way. The post Retail’s Future: Where Customer Experience and Employee Engagement Converge appeared first on ForeSee. MORE
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. MORE
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. MORE
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. MORE
Why Customers Make Great Coaches MORE
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. MORE
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 […]. MORE
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. MORE
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. employees are not engaged. MORE
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. MORE
When was the last time you asked your employees for feedback? Brand Experience Customer Service Customer Engagement Employee Satisfaction Employee Engagement MORE
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. CX Pros: What's better than delivering experiences that delight customers? MORE
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. MORE
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. MORE
Employee Engagement Related Topics 360Connext
SEPTEMBER 28, 2016
Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.
Astea
SEPTEMBER 8, 2014
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.
MaritzCX
JUNE 5, 2017
Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. employees are not engaged.
Experience Matters
SEPTEMBER 8, 2016
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.
Michel Falcon Experience
OCTOBER 3, 2016
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.
ICC Decision Services
JUNE 29, 2016
When was the last time you asked your employees for feedback? Brand Experience Customer Service Customer Engagement Employee Satisfaction Employee Engagement
Experience Matters
APRIL 20, 2017
We are finally seeing a movement by the general business world to seriously focus on the role and value of employees, which is why “Embracing Employee Engagement” is one of our 2017 CX Trends. Temkin Group has viewed employee engagement as a critical foundation for customer experience since our inception. CCXP1 Customer-Centric Culture Customer experience Employee Engagement
Customer Interactions
NOVEMBER 24, 2016
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.
360Connext
JANUARY 27, 2017
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.
Experience Matters
NOVEMBER 2, 2016
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.
Experience Matters
SEPTEMBER 15, 2014
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. Customer experience Employee Engagement Infographic
Think Customers
DECEMBER 8, 2015
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 As we race towards 2016 and the U.S.
Provide Support
JULY 5, 2016
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? In fact, employee disengagement is a bigger problem than most employers realize.
Think Customers
MAY 19, 2016
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.
Clarabridge
NOVEMBER 22, 2016
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. For example, the offices at Rackspace constantly celebrate employee achievements.
Wired and Dangerous
OCTOBER 30, 2014
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.
Experience Matters
NOVEMBER 17, 2014
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.
Experience Matters
JUNE 5, 2017
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.
MaritzCX
JUNE 22, 2016
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
Verint
FEBRUARY 15, 2017
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.
Customer Interactions
NOVEMBER 23, 2015
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
Forrester
FEBRUARY 23, 2016
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. CX Pros: What's better than delivering experiences that delight customers?
Verint
JANUARY 12, 2017
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
Win the Customer
DECEMBER 31, 2013
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
Customer Interactions
JUNE 22, 2016
Why Customers Make Great Coaches
Experience Matters
JULY 28, 2015
We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Our research of more than 200 large companies shows that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts.
Peppers and Rodgers
SEPTEMBER 16, 2014
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.
Experience Matters
JULY 6, 2016
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 […].
Verint
MARCH 22, 2017
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 focus
Experience Matters
FEBRUARY 16, 2016
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.
PeopleMetrics
OCTOBER 14, 2015
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.
Think Customers
NOVEMBER 10, 2015
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.
Experience Matters
FEBRUARY 10, 2016
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 analytics
MaritzCX
JUNE 19, 2017
Editor’s note: This post is a snippet of an article originally published on Engagement Strategies Media. In a perfect world, actively engaged employees deliver your brand promise each and every day.
Think Customers
DECEMBER 14, 2015
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. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement amazonsculture companyculture employeeengagement
Experience Matters
FEBRUARY 17, 2015
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.
Verint
FEBRUARY 10, 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. Everyone is looking for a competitive advantage in 2016.
ForeSee
JANUARY 15, 2015
The evolution of customer and employee expectations is impacting business results for all retailers in a big way. The post Retail’s Future: Where Customer Experience and Employee Engagement Converge appeared first on ForeSee.
Bain
MARCH 5, 2015
Most companies are looking squarely in the wrong direction for ways to improve employee engagement, says my colleague Michael Mankins. Employees do expect fair pay and good benefits. But those basics alone don’t set one company apart from others, and they don’t do much to build engagement. According to Gallup , something like 70% of US employees say they are not engaged with their job. That creates a bond” between employer and employee, he says.
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