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Companies are increasingly focusing on customer experience as a form of differentiation.
But how will they improve the customer experience? It starts with looking inward – engaged employees are the prerequisite for change. Engaged employees consistently deliver better customer experiences at lower cost.
The Cost of Disengaged Employees
It’s imperative for employees to be engaged. Why? According to our latest benchmark study, 88% of engaged employees feel empowered to solve customer problems (vs. just 17% of disengaged employees).
Disengaged employees are 43% less productive and 3-5 times more likely to leave their jobs. The churn rate, coupled with employee inactivity, costs companies millions each year. Disengaged employees are one of your largest drains on cost today.
Luckily, there are simple steps companies can take to motivate improved performance, and the first is through clear targets.
Daily vs. Monthly Goals
Performance targets need to account for changes in priorities and roles. One way to do so is by setting short, daily goals to reflect the many changes that take place within service operations. For example, frontline employees frequently change teams, for example bouncing from one that handles signups to another that handles disputes.
Two out of three organizations in our study set goals monthly, or even less frequently. What’s wrong with this picture? It encourages inconsistent behavior. An employee can hit their targets in the first week, then take the rest of the month off; or coast until the final days of the quarter and then kick it into gear. Daily, achievable goals usually prove to be more effective because employees will be held accountable for their performance each day.
Considerations in Crafting Goals
There are right and wrong ways to set these goals. Goals should be dynamic and factor in multiple variables. For example, an employee that handles complex issues for high value customers should NOT have the same handle time goal as an employee that handles simple issues for low value customers. Leading organizations set goals based on an individual employee’s call types handled, customers handled, tenure, skills and much more.
A Helping Hand
It’s nearly impossible for organizations to accomplish performance targeting without enabling technology. Performance management systems are here to help. These systems align employees around common data and goals to foster a performance-driven culture. They allow companies to factor in the right variables, set daily goals and keep their people focused on the right activities and behaviors. That’s how you drive the kind of culture change day after day that results in more engaged employees and a far better customer experience.
Ready to learn more about mastering the art of performance management? Download our free benchmark study for more info!