Employee engagement is a critical issue for any organization regardless of size or industry. When you have high levels of employee engagement, your team is more likely to go the extra mile to meet goals and is less likely to quit. On the other hand, employee disengagement increases the risk of voluntary turnover while reducing employee performance.
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Discretionary effort is the often untapped potential within your team, the extra mile they can choose to walk – or not – that often means the difference between good and great in the customer’s experience, your performance metrics and profitability. Let's explore what powers this invaluable asset and how you, as a contact center leader, can cultivate an environment that encourages it.
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Employee engagement is a critical driver of productivity and success—which may be why a survey by Haiilo found that 71% of executives say employee engagement is critical to their company’s success. Employee recognition—the act of acknowledging and praising an employee for their work or for notable achievements at work—can be a key strategy for driving employee engagement and encouraging others in the workplace to emulate the behaviors/actions that led to the praise.
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