Whitepaper: Creating Highly Engaged and Satisfied Employees

A U.S.-based utility company routinely solicits input from its employees on how to improve operations. After thoroughly analyzing and ranking ideas, the company implements around 30 percent of the recommendations. On average, a recommendation can save $4,000 a year – except when the proposal comes from the most engaged employees. Those recommendations end up saving between $11,000 and $15,000 a year.

Engaged employees commit more time and effort to making sure the company runs as well as it can, often resulting in triple or quadruple the savings from all ideas submitted. But contributions from engaged workers who know what’s expected of them also result in thousands more satisfied customers and productivity gains between five and ten percent, per a study by Gallup.

The concept of engaged employees has come to the forefront. Research proves that engaged employees perform better, deliver more successes, and affect the core metrics and key performance indicators for a company right way. This applies to customer service, where engaged customer service agents have been shown to churn less, be more productive, and deliver higher levels of customer satisfaction. Yet, less than 26 percent of employees are highly engaged.

How can an organization create highly engaged customer service agents? There are three aspects to doing so – people, process, and technology.

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