best practices employee engagement and customer...

Best Practices Employee Engagement and

Customer Loyalty

Ron Davis, CEO, Tenacity

Scott Hays, VP, Global Solutions Mktg. Verint

© 2014 Verint Systems Inc. All Rights Reserved Worldwide.

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.

Best Practices to Enhance

Customer Loyalty and Employee Engagement

Scott HaysVP, Global Solutions Marketing

Verint®


Customers are… loyalficklepatientvocal

socialhelpful

opinionated

3


Customers are… loyalficklepatientvocal

socialhelpful

opinionated

4


Employees are… engageddedicateddistractedvocal

socialhelpful

trainable

5


Employees are… engageddedicateddistractedvocal

socialhelpful

trainable

6


Customer

Loyalty

Employee

Engagement

7


Customer

Loyalty

Employee

Engagement

8

Good Service

Positive Interactions

Positive VOC

Ratings


Customer

Loyalty

Employee

Engagement

9

M I S S I O N

O U T C O M E S


Indoctrinate to the Mission

10

1

Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide. 11

Reward to the Outcomes

2


Expectations Objectives

EmployeesCustomers

12

Engaging Customers & Employees

https://gc/sites/marketing/graphical assets/Image Files/business group smiling isolated over a white background.jpg





EmployeesCustomers

Expectations Objectives

13

Engaging Customers & Employees

• Satisfaction• Quality• Advocacy

• Lifetime Value

• Lower Cost

• Insight

Better Outcomes

LessEffort+Better

OutcomesLessEffort+

Benefits to the Organization

• Loyalty• Retention

• Productivity• Tenure






“Aberdeen defines employee engagement

as a state of positive work-related

attitude, characterized by high-levels of

energy, emotional commitment, and

satisfaction derived from the work

itself.”

14

A Definition, Please

Source: Employee Engagement: Paving the Way to Happy Customers, Aberdeen Group, September 2015


Ask Yourself

How well does our organization foster…

Positive, work-related attitudes?Whatever Love it!

High levels of energy?Yawn Wow!

Emotional commitment?Wait. What? I’m IN!

Satisfaction derived from the work itself?What time is it? Already?


Employee Engagement Program Better Outcomes


WHY?

• Keep the pulse of employee

needs, interests, and

priorities

• Nourish culture and retain

top talent

• Assess training, quality, and

areas for improvement

Voice of the Employee


WHAT?

• How well the employee

understands and feels

connected to the company

values and strategic

objectives

• How fulfilled an employee

feels with the current work

he/she is doing

Voice of the Employee

Source: Employee Engagement: Paving the Way to Happy Customers, Aberdeen Group, September 2015


Culture of Engagement

20

1. Engage and include.

2. Listen and respond.

I have dedicated

time for training,

learning, and

development.

I am comfortable

sharing my opinions

and feedback.

I have the freedom

to “do the right thing”

for the customer. I am encouraged to

think of new and

innovative ways to do

my work.

I take ownership and

responsibility for

successful customer

outcomes.

3. Shadow and sub.

4. Focus on outcomes.


Emotional Connection to Outcomes

What I do matters.How I say things

matters.

That customer’s

survey response

made my day.

I can make a

positive impact.

21


Customer

Loyalty

Employee

Engagement

22


Customer

Loyalty

Employee

Enablement

and

Empowerment

23


Change the

Continuous

Improvement

Cycle

24

Remediate Enable

Assess

Performance

Management,

eLearning and

Coaching to

communicate

assessments

and improve

individual skills

Speech Analytics and

Quality Management to

measure, score, and

identify issues

Knowledge

Management and a

context-driven

Employee Desktop

provide answers

and change

behaviors in

real-time


• Help them relate… with context,

context, context

• Reduce clicks and screens

• Automate guidance

• Integrate and unify “systems of

engagement” with “systems of record”

• Infuse interactions with knowledge

• Provide personalized metrics,

coaching, e-learning, and scheduling

Engagement: Inform, Enable, Empower


Outside In and Inside Out

EmployeesCustomers

Better Outcomes

LessEffort+Better

OutcomesLessEffort+

Consider both sides of engagement and make it

better and easier for both






Customer

Loyalty

Employee

Engagement

27



Thank You

[email protected]

Ron Davis, CEO

Kansas City Silver City

A Tale of Two Cities

Agents’ perceived happiness affects CX: 92%

Agent = part of the products and services: 80%

For many, one bad experience = DEFECTION

Consumers say…

FLOWOUTPUTROUTING

SCHEDULESSCRIPTS

What About the Workers?

Resilience

Belonging

Meaning

NOT SCALABLE

NOT SUSTAINABLE

NOT AFFORDABLE

$120

SOURCING/HR/LEAKAGE

$468

$1,000

$1,940

$798

OTHER MARGINAL TRAINING COSTSNESTING

“BULKING UP”

$7810 per attrit

TRAINING SALARY & LEAKAGE

$2,664

$1,820WAGE WASTE DURING PRODUCTIVITY RAMP

Typical North American BPO

$120

SOURCING/HR/LEAKAGE

$468

$1,000

$1,940

$798

OTHER MARGINAL TRAINING COSTSNESTING

“BULKING UP”

$7810 per attrit

TRAINING SALARY & LEAKAGE

$2,664

$1,820WAGE WASTE DURING PRODUCTIVITY RAMP

Typical North American BPO

$624,857

per month

$7.5M

per year

-Agents quality of life has a huge impact on customer loyalty-Customers don’t differentiate between agents and brand

-But agents are under tremendous pressure-Traditional WFO is not helping

-The solution: get serious about agent quality of life: this requires three things:-Foster a resilient workforce-Build bonds between coworkers -Make the work feel more meaningul-You can turn to the classic “best practices,” but that hasn’t worked for thirty years.

-Or you can turn to technology, which is scalable, sustainable and affordable-A picture of the future: the connected, cared-for agents

-Raises privacy questions, but these are answerable

-Three steps to prepare your organization to tackle this problem-Count the cost-P&L owners take the lead-Measure the results of everything you do

-You, your shareholders, your agents and your customers all win.

SUMMARY

Win/Win/Win/Win

Contact

[email protected]

mailto:[email protected]

Best Practices Employee Engagement and

Customer Loyalty

Ron Davis, CEO, Tenacity

http:www.gotenacity.com

Scott Hays,

VP, Global Solutions Marketing, Verint

http://www.Verint.com

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