Employee engagement has reached a critical state, where roughly 70 percent of the American workforce is either unengaged, or actively disengaged, from their jobs. One of the key factors here is the inability to demonstrate the clear impact of employee actions on overall business goals.
In a contact centeror retail environment, this impact is the actual experience that customers have in the store or on the phone. Does their experience leave them feeling satisfied or disappointed and angry? And, are employees aware of the impact their actions had on the customer – not just on how it made the customer feel, but on subsequent actions that benefitted the business?
This part of our video blog series covers the importance of leveraging Voice of the Customer insights to drive performance management improvements. One of the key elements is having the ability to tie the feedback from a customer to an individual interaction and staff member. It is also imperative to integrate this feedback into structured coaching and training for that staff member, so that high performers can be effectively rewarded, while those underperforming can understand where and how to improve.
This video also focuses on some of the advanced strategies that businesses can deploy, such as segmenting employees by performance levels and call output (e.g. performance vs. sales target in a sales organization). By effectively segmenting VoC insights in this way (both direct and inferred VoC), business can better understand what type of experience employees are delivering, and can ultimately create a much more engaged workforce.
If you missed the previous VoC video series post on “Employee Engagement – Phase 2: In Life Engagement,” you can catch up here and gain additional insights into creating a more engaged workforce.