We talk about Employee Engagement so often in the workplace, but many manager and leaders are unsure of how they can really know if their employees are engaged. Our friends at OfficeVibe have derived 10 metrics that are great indicators to whether your employees are really engaged. Luckily with this data Global Engagement Solutions has many opportunities to help you achieve better engagement in your organization.
- Growth – Every employee wants to feel like they have an opportunity to learn and grow in your organization. If you invest in their growth through learning and development you will get their discretionary energy, engagement and loyalty. Find out more about How to Enable Your Employees with Learning.
- Happiness – Happiness can sometimes be a tough measure to gauge. General indicators for happiness at work are if an employee feels like they have autonomy over their work, if they feel supported and not overwhelmed with their workload and if they feel like they have a good work-like balance.
- Ambassadorship – Do you know what stories are being told inside by your employees? The level of ambassadorship is really a measure of your employee’s loyalty and what they say about your company. It’s important for your employees to be engaged because the stories being told on the inside, can be felt on the outside by your customers. Read more about how to create better loyalty in your organization in Are You Loyal About Creating Loyalty?
- Relationship to Peers – Do your employees have good relationships with one another? It is important to focus on peer to peer relationships in order to keep your internal service cooperation in peak performance. You can also foster great peer to peer relationships with opportunities for peer to peer recognition. For example GES’s Total Recognition platform has an internal social media function so colleagues can create a community of acknowledgement and engagement. Find out how you can improve your internal service cooperation in If Your Internal Service Sucks, Your External Service is Doomed.
- Relationship to Manager – Leadership is paramount in any organizations. It’s been said that many employees stay (and thrive) not for the organization but for their manager. Are your leaders creating great relationships with their direct reports? Are they providing them with one on one coaching and clear and open communication. If you are a leader, you might want to check out Egoless Leadership: Serve Your Way to Success.
- Recognition – Recognition in the workplace can take on many forms. It can be as simple as a non-monetary Thank You or acknowledgement in front of their peers. It can also include monetary recognition such as bonuses, a salary increase or a Total Recognition program where you can reward employees at every touch point with rewards. These points can be redeemed for things such as merchandise, gift cards, travel and much more. Giving your employees personalized rewards that are unique to what they want is crucial. Read more about how to Take Your Employee Engagement Program from Meh to Hell Yah here.
- Feedback – Feedback is an important element to your employees growth and happiness. Do your leaders have frequent and open communication with their direct reports? Are they transparent in their expectations and work with employees to help them get there? Feedback and coaching is an important element for engagement because your employees will feel like they are valued in the organization, they will know what they need to do to improve, and they will see that you are dedicated to their growth.
- Wellness – It is easy to tell if you have a culture focused on wellness. You can measure this with many indicators such as overall absenteeism, productivity and employee health. In addition to employee engagement, when you have a culture of wellness you will see many benefits, including lower turnover, increased attraction of new employees, decreased absenteeism, greater productivity, and a decrease in health disorders including lack of sleep, anxiety and obesity. Find out more about how to Improve Employee Wellness Metrics with Recognition and Engagement.
- Alignment – Whether or not a person is aligned with your organization starts from the very minute they are hired. That’s why it is important to hire employees who are a cultural fit. For example, personalization traits such as friendliness and fun can rarely be trained, so it’s crucial to make sure your new hires are a good fit, or it’s unlikely they will thrive in your environment.
- Job Fit & Compensation – Satisfaction is really an overall indicator of employee engagement. This can include elements such as compensation, work environment, and fit of role for the employee. Some ways you can improve the overall satisfaction of your employees include providing them with fair and competitive salary, offering them flexibility to work remotely or flexible hours, providing them with autonomy and authority to do their role to the best of their ability (i.e. not micromanaging).
When you focus on the indicators of employee engagement that were discussed above such as learning and development, coaching, wellness, cultural alignment and rewards and recognition, plus factor in each individual employees needs and desires, you will have great satisfaction in your organization, which will be felt on the outside by your customers.
Find out more about how you can measure these indicators with a free 30 day trial of OfficeVibe.
If you’re ready to put these principles into action check out our Total Recognition and eLearning solutions and get in touch for your free demo today!
In our technologically driven world, we are continuing to see an increase in use of artificial intelligence in the customer service arena. From chatbots, to self-serve checkouts, to online shopping and much more, AI is really taking over when it comes to the service sphere, and it’s only getting stronger and more personalized.
Why Do Customers Want AI Service?
Customers want fast, friendly and hassle-free service. Many customers choose AI service options because it is available more conveniently for them. For instance, the chatbot services online are often available 24/7 and you can get through to a AI service rep immediately versus waiting for sometimes hours on the phone to speak with a human rep.
That brings me to another reason why customers might choose AI service over a human interaction and that is, faster service. AI customer service can often provide speedier answers to customer inquiries and problems.
Why Do Employers Want To Use AI?
Employers are also jumping on the AI bandwagon for several reasons. Having AI service can often prove to be cheaper than paying a human body to be available. The fact that AI service is ‘running in the background’ all the time, regardless of if it’s being use every moment, frees up the time of human agents making them much more efficient and productive.
Organizations are realizing more and more that having an omni-channel experience for their customers is critical. And consistency among those channels is paramount. Your organization might use a combination of AI and human customer service in order to provide an omni channel experience for your customers. For instance, your human front-line workers might represent your company in your brick and mortar stores, whereas your AI reps fulfil online service inquiries.
Is AI Going To Take My Job?
If you could interact with a fast, friendly, hassle-free human OR a robot, which would you choose? If they knew for sure that their customer service experience with the human would be exceptional, most people would probably choose the human.
With human to human interaction there are a lot of nuances and ability to provide personalized service that a robot can’t provide. Of course, as technology is getting smarter, robots can automate to create personalized solutions for customers. However, with robots there are many variables that we can’t control.
From an employer perspective, there is a place and time when AI should be used to increase productivity and efficiency and save costs. But there are so many things that a robot cannot do that a human can provide.
The best solution for employees who find them in a precarious place when it comes to technology taking over their jobs, is to be constantly learning and growing to stay relevant. Read more about how you can stay relevant in the age of AI by Re-Skilling the Workforce to Prepare for Technology.
There’s a generation in the workforce that will soon play a very important role in leading your organization into the future. In fact, Forbes reported that by 2030, Millennials will comprise 75% of the workforce.
There has been a slew of articles lately about millennials ‘killing off’ various industries. This attests to their immense buying power and control in the markets. And, it is another reason why it is very important for you to treat your millennial employees well – because what is being felt on the inside of your organization can be felt on the outside by your customers.
All generations of talent want to feel valued in the workplace. Millennials have reported several things that help to motivate and engage them in the workplace and turn them into loyal employees (and customers).
Here are some of things millennials look for in an organization to keep them motivated and engaged:
Flexibility. This comes at the top of the list for many millennials. Many would even forgo a pay increase or bonus in lieu of more remote work, flexible hours, vacation time and a better work life balance.
Mentorship. Millennials want to receive feedback and one on one coaching with their managers. They want to have a good relationship with their direct supervisor and learn from them so they can move up in the organization.
Autonomy. Along with flexibility, millennials want to have some autonomy and say in how they execute their role. They don’t want a supervisor who micromanages them. Some examples of ways they can get autonomy include, working remotely or flexibility, and having authority over making certain decisions within their scope of practice.
Transparency. Millennials want to know what is going on in the business and how they can contribute to the growth. They want you to be clear about what your business goals and objectives are and to communicate that with them.
Impact. Millennials want to feel like they are contributing to the betterment of the organization. This could be with a special project, by supporting their colleagues, or by serving their customers on the front line. Whatever way they serve your organization, they want to know how their contribution is making an impact in order to feel valuable.
Skills. Millennials are a generation that are very dedicated to continuing their education and learning new skills that make them more marketable. They want to know that you are investing in their future by providing them will skills and development that will make them more marketable and allow them to grow in the organization.
Recognition & rewards. Millennials (and other generations of talent) want to feel like their great work is being acknowledged. Recognition and rewards can come in many forms including non-monetary recognition such as praise and thanks, or monetary rewards and recognition such as bonuses, time off, gift cards, and total recognition points that can be redeemed for merchandise, travel and many other rewards.
For more information on how to support millennials at work read What Millennials Want in the Workplace.