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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. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.

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.

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.

Focus On Employee Engagement, Not Employee Experience

Experience Matters

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

Employee Engagement: Why You Need It, and How to Increase It

ICC Decision Services

When was the last time you asked your employees for feedback? Brand Experience Customer Service Customer Engagement Employee Satisfaction Employee Engagement

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.

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.

Employee Engagement Shows on Bottom Line


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.

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 As we race towards 2016 and the U.S.

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. Customer experience Employee Engagement Infographic

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. For example, the offices at Rackspace constantly celebrate employee achievements.

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.

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.

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.

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? In fact, employee disengagement is a bigger problem than most employers realize.

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.

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

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

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

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. CX Pros: What's better than delivering experiences that delight customers?

The VOC Guide to Effective Employee Engagement

Customer Interactions

Why Customers Make Great Coaches

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

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 focus

Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

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.

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.

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 […].

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.

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 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.

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 analytics

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. Everyone is looking for a competitive advantage in 2016.

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. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement amazonsculture companyculture employeeengagement

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.

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.

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. The post Retail’s Future: Where Customer Experience and Employee Engagement Converge appeared first on ForeSee.

Why copying Google won’t improve your employee engagement


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.