EMPLOYEE ENGAGEMENT

Employee engagement is the art of coaching and empowering your customer facing employees to take pride in their job, influence the way their job is structured and managed and, as a result, deliver a consistent, cost effective customer service. The outcomes of engagement are:

• Improved performance (customer experience and operational efficiency).
  
• Improved personal motivation, fulfilment and capability.
  
• Reduced management effort.
  
• Increased enjoyment.

Our passion for improving employee engagement is driven by one of our three business goals “to make every contact fulfilling for employees” and it’s at the heart or everything we do. The great news is that engagement can be developed by adopting the following four key principles:

1. Creation of an operational vision and purpose statement that forms the bedrock of the way you interact and embrace your customers; both what you do and the spirit in which you do it.
   
2. Providing inspired leadership who have a direct line of sight across the end-to-end service delivery chain and maintain a strong connection with front-line staff.
   
3. Empowering staff to develop their roles to improve operational efficiency, sales, revenues and the quality of the customer experience.
   
4. Providing a support structure of sustaining and aligned KPIs and operational management who are committed to developing an environment where their staff thrive, develop and excel.

Our engagement focus starts with awareness and measuring the current levels of engagement using our contact centre specific questionnaire and the subsequent analysis to identify the key engagement drivers that exist in your specific operation. However it’s the next phase that’s the most stimulating and it’s where we work with our clients to “hot house” and prove the engagement drivers typically with a small number of teams for a 2-4 week period. This is one of the most exhilarating components on Connected Performance as we frequently see double digit improvements in operational efficiency and employee engagement in days. The final stage is implementation where we design the sustaining metrics and management regime and environment that will ensure that the step jumps in performance, fulfilment and enjoyment are imbedded in the operation.

Click here to find out more about our Employee Engagement