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I spent a recent flight talking with a seatmate who had interned at an Amazon distribution center. The interview process was rigorous and competitive. In each of the many interviews, candidates were asked to describe how they exhibit Amazon company values. The top value: customer obsession.
In the distribution center, he found this customer focus to be visible, tangible and infectious. As the drop for the day’s final shipment approached, employees only worked faster—with near fanatical commitment to getting customer orders out the door in time. This wasn’t a mandate from management; the employees on the floor simply shared a genuine drive and desire to make sure customer packages were delivered as promised.
This story stuck with me as an intense example of how company values and employee engagement can go hand in hand. Your frontline employees have the power to make or break the customer experience. They shape the perception of your company and color customers’ experiences with every interaction. A touch of employee fanaticism is a great asset.
The Cost of Disengaged Employees
Engaged employees—those who care about the job and align to company goals—help you achieve incredible things. According to the 2017 Global Customer Experience Benchmarking Report from Dimension Data, organizations with engaged employees outperformed those without by more than 200%.
Disengaged employees not only lead to a subpar customer experience, they directly affect your bottom line. It can cost 20% of an agent’s annual salary to replace them, as you spend precious time and funds hiring and training new employees.
Keeping Modern Employees Engaged
Gone are the days of decades-long tenures at a single company. Millennials will make up 75% of the workforce by 2025, and Generation Z is just starting to enter the workforce now. These modern employees have different motivations, and they’re less inclined to stay at a job if they don’t feel connected to what they’re doing. This means traditional management tactics that focus on squeezing productivity out of employees will increasingly fail.
Focusing on employee engagement flips the script. It changes the culture, drives productivity, keeps agents around longer and improves customer experience. Try these five tips to earn employee buy-in and loyalty.
Engage Employees—By Design
Running a high-performance contact center and keeping employees engaged is challenging. That’s why we design and develop software with the tools you need to attract and retain top talent. See how our modern user interface makes it easier for employees to do their jobs and deliver great customer experiences.
The Proof Is in the Numbers
Companies who use the Genesys Cloud CX saw employee turnover decrease from 30% to 15%, resulting in a benefit of $255,000. Learn more about the financial impact of the Genesys Cloud CX. Download The Total Economic Impact™ of Genesys Cloud CX Study by Forrester Research.
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