Monthly Newsletter

Online Newsletter for Call Center Personnel
Rosanne D'Ausilio, Ph.D. Editor and Publisher
Volume XXI, Issue 10

Date: October 1, 2010 - Do You Have 'Engaged Employees?'

According to Wikipedia, Employee engagement, also called work engagement or worker engagement, is: a business management concept. An "engaged employee" is one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization's interests.

The same  way we want to take customers from satisfied to loyal needs to be applied to employees or their performance could be mediocre at best.

The focus in the past has been customer-centric and yes, it still needs to be, but not at the expense of employees.  As I’ve said before, the better care you take of your employees, the better care they’ll take of your customers.

Statistically it’s reported that 83% of manages consider employee engagement to be a critical factor in attracting and retaining customers (American Society for Training and Development research).

However, because of cost cutting measures, budget constraints, workforce reductions, and the like, there has been a rise in disengaged employees.

What can be done?

 You are key to engaging your employees to commit their energy to create value and success. 

What do they want?

a.       Opportunity for meaningful work

b.      Having a clear focus of what’s expected

c.       Being included/informed/educated

d.      Chance to learn new skill sets and/or sharpen existing ones

e.      A manager/company who has their interests at heart and can be trusted

Seems pretty reasonable to me.

Bottom line:  Take care of your people and they’ll take care of your customers.

We love to hear from you. Please email me  your comments, feedback, questions, your own experiences, or topics you’d like to see covered in future newsletters.



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