Engaged People Have the Happiest Customers

The Professional Planning Forum have published a full-length article which shows that companies with engaged employees have the happiest customers.

The article builds on previous research by David MacLeod and Nita Clarke, who identified four primary enablers of employee engagement:

• Leadership
• Engaging managers
• Employee voice
• Organisational integrity

It relates these to life in the customer contact centre, cross-referencing them to a number of case studies and providing demonstrable evidence that links employee engagement to the massive benefits that result.

“To release the potential of our people, we need to remove the blockages, tap into the individual need to develop and create a shared sense of purpose. Above all, we need to raise expectations and gain emotional commitment to whatever the team exists for,” said Paul Smedley and Steve Woosey of the Planning Forum, co-authors of the article. “We also need a realistic understanding of our starting point; we have to get clear about what is getting in the way or slowing us down.”

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