www.ripplecentral.com This page left intentionally blank so you could take down my website.  Okay.  Alright.  Fine!  It’s ...
Mrs. Wheeler &  My Suspect Power of Improvisation  Copyright 2009 The Ripple Effect
Observation Your First Key To Engagement Copyright 2009 The Ripple Effect
You have one don’t you? Copyright 2009 The Ripple Effect
Your most important investment  Curiosity Leadership Every individual as important as you are –  parking garage attendants...
Here’s What We Know <ul><li>Finding good people is hard </li></ul><ul><li>Keeping good people is even harder </li></ul><ul...
Here’s What We Also Know <ul><li>Recruiting is expensive </li></ul><ul><li>Retention is expensive  </li></ul><ul><li>The i...
Here’s What We  Don’t  Know <ul><li>Who is afraid to ask for help? </li></ul><ul><li>Who are our catalysts, connectors and...
Investments In Your People Impact <ul><ul><li>Customer satisfaction </li></ul></ul><ul><ul><li>Productivity </li></ul></ul...
<ul><li>Only 29% of employees are actively engaged in their jobs </li></ul><ul><li>54% are not engaged in their jobs </li>...
Employee Life Cycle Are They Doomed From The Start?  Copyright 2009 The Ripple Effect
Company Welcome Aboard!!! Copyright 2009 The Ripple Effect
Nothing But Potential Copyright 2009 The Ripple Effect
Copyright 2009 The Ripple Effect
I’m Excited To Be Here!!! Wish we could say the same! Copyright 2009 The Ripple Effect
Lunch Spot Copyright 2009 The Ripple Effect
Copyright 2009 The Ripple Effect
1.  If your manager primarily ignores you your chances of being actively disengaged are 40% 2.  If your manager focuses on...
CALL CENTER CONNECTION Copyright 2009 The Ripple Effect
STATED PROBLEMS <ul><li>High turnover  </li></ul><ul><li>Employee reliability </li></ul><ul><li>Finding high quality candi...
If The Company Has 40% Turnover?  Copyright 2009 The Ripple Effect
Is The Company Turning Over  The  Right  40%? The Question Is…. Copyright 2009 The Ripple Effect
Off The Street Call Center Advancement 60% Retention 40% Turnover Copyright 2009 The Ripple Effect
FACILITATED CONNECTIONS RIPPLE STYLE Copyright 2009 The Ripple Effect
<ul><li>IDENTIFY </li></ul><ul><li>Catalysts </li></ul><ul><li>Connectors </li></ul><ul><li>Cultural Leaders </li></ul><ul...
ELIMINATE Transparency Silo Mentality Communication Brick Walls Disengaged Workers Copyright 2009 The Ripple Effect
DISCOVER ! ! Knowledge Resources Skills Value Copyright 2009 The Ripple Effect
DEEPEN Awareness Connections Understanding Empathy Copyright 2009 The Ripple Effect
Engagement Relationships Friendships Loyalty Satisfaction Copyright 2009 The Ripple Effect STRENGTHEN
CAPTURE Hearts Minds  Appreciation Copyright 2009 The Ripple Effect
RIPPLE VALUE <ul><li>Determine where the quality connections are </li></ul><ul><li>Understand where connections need to be...
Humanize the process of connecting Set the tone with your own actions Make engagement part of the corporate culture Get go...
Awesome…. You are still here!!! Your wrote down the website right? Just making sure.. www.ripplecentral.com
Upcoming SlideShare
Loading in...5
×

Employee Engagement

606

Published on

Summary of presentation presented to Austin Contact Center Alliance

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
606
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Employee Engagement

  1. 1. www.ripplecentral.com This page left intentionally blank so you could take down my website. Okay. Alright. Fine! It’s a shameless plug!!!
  2. 2. Mrs. Wheeler & My Suspect Power of Improvisation Copyright 2009 The Ripple Effect
  3. 3. Observation Your First Key To Engagement Copyright 2009 The Ripple Effect
  4. 4. You have one don’t you? Copyright 2009 The Ripple Effect
  5. 5. Your most important investment Curiosity Leadership Every individual as important as you are – parking garage attendants Copyright 2009 The Ripple Effect
  6. 6. Here’s What We Know <ul><li>Finding good people is hard </li></ul><ul><li>Keeping good people is even harder </li></ul><ul><li>Some companies are good at it </li></ul><ul><li>Some companies are So Not Good at it </li></ul>Copyright 2009 The Ripple Effect
  7. 7. Here’s What We Also Know <ul><li>Recruiting is expensive </li></ul><ul><li>Retention is expensive </li></ul><ul><li>The investments made in our people has a direct impact on all aspects of your business and yes…it’s expensive </li></ul>Copyright 2009 The Ripple Effect
  8. 8. Here’s What We Don’t Know <ul><li>Who is afraid to ask for help? </li></ul><ul><li>Who are our catalysts, connectors and evangelists </li></ul><ul><li>Who has future super star potential? </li></ul><ul><li>Which employees might be considering leaving? </li></ul><ul><li>Which employees might need to leave? </li></ul><ul><li>How many good potential hires we miss? </li></ul>Copyright 2009 The Ripple Effect
  9. 9. Investments In Your People Impact <ul><ul><li>Customer satisfaction </li></ul></ul><ul><ul><li>Productivity </li></ul></ul><ul><ul><li>Attitude </li></ul></ul><ul><ul><li>Job satisfaction </li></ul></ul><ul><ul><li>Loyalty </li></ul></ul><ul><ul><li>Innovation </li></ul></ul><ul><ul><li>Recruiting </li></ul></ul>Copyright 2009 The Ripple Effect
  10. 10. <ul><li>Only 29% of employees are actively engaged in their jobs </li></ul><ul><li>54% are not engaged in their jobs </li></ul><ul><li>17% are actively disengaged </li></ul>Gallup Management Journal Employee Index Copyright 2009 The Ripple Effect
  11. 11. Employee Life Cycle Are They Doomed From The Start? Copyright 2009 The Ripple Effect
  12. 12. Company Welcome Aboard!!! Copyright 2009 The Ripple Effect
  13. 13. Nothing But Potential Copyright 2009 The Ripple Effect
  14. 14. Copyright 2009 The Ripple Effect
  15. 15. I’m Excited To Be Here!!! Wish we could say the same! Copyright 2009 The Ripple Effect
  16. 16. Lunch Spot Copyright 2009 The Ripple Effect
  17. 17. Copyright 2009 The Ripple Effect
  18. 18. 1. If your manager primarily ignores you your chances of being actively disengaged are 40% 2. If your manager focuses on your weaknesses your chances of being actively disengaged are 22% 3. No close friendships at work can decrease job satisfaction by nearly 50% Copyright 2009 The Ripple Effect
  19. 19. CALL CENTER CONNECTION Copyright 2009 The Ripple Effect
  20. 20. STATED PROBLEMS <ul><li>High turnover </li></ul><ul><li>Employee reliability </li></ul><ul><li>Finding high quality candidates for lower compensation </li></ul><ul><li>High cost of training </li></ul><ul><li>Poaching – Employees leaving for $1/more an hour </li></ul><ul><li>No career advancement </li></ul><ul><li>Disconnected employees </li></ul><ul><li>Short employment life cycle </li></ul><ul><li>Perceived interchangeability </li></ul>Copyright 2009 The Ripple Effect
  21. 21. If The Company Has 40% Turnover? Copyright 2009 The Ripple Effect
  22. 22. Is The Company Turning Over The Right 40%? The Question Is…. Copyright 2009 The Ripple Effect
  23. 23. Off The Street Call Center Advancement 60% Retention 40% Turnover Copyright 2009 The Ripple Effect
  24. 24. FACILITATED CONNECTIONS RIPPLE STYLE Copyright 2009 The Ripple Effect
  25. 25. <ul><li>IDENTIFY </li></ul><ul><li>Catalysts </li></ul><ul><li>Connectors </li></ul><ul><li>Cultural Leaders </li></ul><ul><li>Keepers </li></ul><ul><li>Droppers </li></ul><ul><li>Dissatisfied Employees </li></ul><ul><li>Ship Jumpers </li></ul><ul><li>Diamonds in the Rough </li></ul><ul><li>Future Superstars </li></ul>Copyright 2009 The Ripple Effect
  26. 26. ELIMINATE Transparency Silo Mentality Communication Brick Walls Disengaged Workers Copyright 2009 The Ripple Effect
  27. 27. DISCOVER ! ! Knowledge Resources Skills Value Copyright 2009 The Ripple Effect
  28. 28. DEEPEN Awareness Connections Understanding Empathy Copyright 2009 The Ripple Effect
  29. 29. Engagement Relationships Friendships Loyalty Satisfaction Copyright 2009 The Ripple Effect STRENGTHEN
  30. 30. CAPTURE Hearts Minds Appreciation Copyright 2009 The Ripple Effect
  31. 31. RIPPLE VALUE <ul><li>Determine where the quality connections are </li></ul><ul><li>Understand where connections need to be made </li></ul><ul><li>Identify the connectors within your organization </li></ul><ul><li>Figure out who needs to be engaged and connected </li></ul><ul><li>Make sure the people that need to be on the team are staying on the team </li></ul><ul><li>Give the ability to follow up, expand, track & measure </li></ul><ul><li>Develop a stronger more engaged workforce </li></ul>Copyright 2009 The Ripple Effect
  32. 32. Humanize the process of connecting Set the tone with your own actions Make engagement part of the corporate culture Get good at connecting by practicing daily on everyone Executing Your Engagement Plan Copyright 2009 The Ripple Effect
  33. 33. Awesome…. You are still here!!! Your wrote down the website right? Just making sure.. www.ripplecentral.com

×