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Workforce Engagement Management Masterclass: Conquering CX Through Workforce Engagement
- 1. Conquering CX Through Workforce Engagement Rosetta Carrington Lue Erin Washington With: Moderated by: TO USE YOUR COMPUTER'S AUDIO: When the webinar begins, you will be connected to audio using your computer's microphone and speakers (VoIP). A headset is recommended. Webinar will begin: 9:00 AM (PST) TO USE YOUR TELEPHONE: If you prefer to use your phone, you must select "Use Telephone" after joining the webinar and call in using the numbers below. United States: +1 (415) 930-5321 Access Code: 838-758-686 Audio PIN: Shown after joining the webinar --OR-- Workforce Engagement Management Masterclass
- 2. Talkdesk Enterprise Contact Center empowers companies to make customer experience a competitive advantage. With enterprise class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom and Zumiez rely on Talkdesk to power their customer interactions.
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- 4. Click on the Questions panel to interact with the presenters https://www.customerexperienceupdate.com/frs/12236538/conquering-cx-through-workforce-engagement https://www.customercontactcentral.com/frs/12236538/conquering-cx-through-workforce-engagement
- 5. About Rosetta Carrington Lue Rosetta is a pioneer in the field of Customer Experience Management, and she has devoted an entire career to bettering the lives of everyone around her through her work. Rosetta is right at home in her current position as CEO of GovCXP, LLC where she is able to spend all her time focusing on establishing a welcoming, innovative, and engaging customer service experience. In 2015, she was selected one of only eight (8) White House Presidential Executive Fellow nation wide and is a former VA Veteran Experience Office Senior Advisor (SES) who designed and implemented the President’s 24/7 White House VA Veteran Hotline in October 2017 for 9M Veterans and their Families. She was also launched and oversaw the City of Philadelphia centralized non-emergency contact center (Philly311) to serve 1.5M residents, visitors, and businesses. About Erin Washington Erin went to the University of Georgia and majored in International Affairs with a minor in Spanish. She gained customer service experience after working as a customer service representative for 2 years. She now works as an Editor at Aggregage, providing some of the most interesting thought-leaders in customer experience with a space to celebrate the diversity, depth, and experience of their professional cultures, personalities, and passions. Workforce Engagement Management Masterclass
- 7. 7 Workforce Engagement Management Masterclass Webinar Series Customer Experience Is the Differentiator
- 8. 8 Workforce Engagement Management Masterclass Webinar Series • Today, more than a third of employees are searching actively or casually for a job. • As a result, US employers spend $2.9M per day looking for replacement workers. That's $1.1B per year. • A survey more than 600 US businesses with 50-500 employees, 63.3% of companies say retaining employees is actually harder than hiring them. • In today's fast-changing business environment, retaining top talent is a top challenge for most businesses.
- 9. 9 Workforce Engagement Management Masterclass Webinar Series • ”War for talent" - because of the shortage of skills businesses are currently facing and employees' expectations it's becoming more challenging for businesses to retain their employees. • Winning the ”War for talent” requires: • Need to develop an effective employee engagement strategy • Employee engagement does not mean employee happiness or employee satisfaction • Employees maybe happy with the employee benefits you offer or the work environment, that doesn't necessarily mean they are actually engaged with their jobs.
- 11. 11 Workforce Engagement Management Masterclass Webinar Series • Employee engagement is the extent to which employees feel passionate about their jobs, are committed to the organization, and put discretionary effort into their work. • In essence, employee engagement is the emotional commitment the employee has to the organization. What Is Employee Engagement? Conquering CX Through Workforce Engagement
- 12. 12 Workforce Engagement Management Masterclass Webinar Series Employee Engagement By The Numbers 85% of employees are not engaged to the workplace Disengaged employees cause US companies around $450B-$500B annually 81% of employees would consider leaving today if the right company called Companies with a highly engaged workforce are 21% more profitable
- 13. 13 Workforce Engagement Management Masterclass Webinar Series Employee Engagement By The Numbers High performing company culture leads to 2.5 times revenue growth 33% of professionals cite boredom as their main reason to leave their jobs 37% employees want recognition from their managers 29% employees consider themselves happy with current advancement opportunities available
- 14. 14 Workforce Engagement Management Masterclass Webinar Series "Highly engaged employees make the customer experience. Disengaged employees break it." by Timothy R. Clark
- 16. 16 Workforce Engagement Management Masterclass Webinar Series "Employees who believe that management is concerned about them as a whole person – not just an employee – are more productive, more satisfied, more fulfilled. Satisfied employees mean satisfied customers, which leads to profitability." by Anne Mulcahy
- 21. 21 Workforce Engagement Management Masterclass Webinar Series "CONNECT THE DOTS BETWEEN INDIVIDUAL ROLES AND THE GOALS OF THE ORGANIZATION. WHEN PEOPLE SEE THAT CONNECTION, THEY GET A LOT OF ENERGY OUT OF WORK. THEY FEEL THE IMPORTANCE, DIGNITY, AND MEANING IN THEIR JOB." by Ken Blanchard
- 22. 22 Workforce Engagement Management Masterclass Webinar Series Reference: Tempkins Group
- 23. 23 Workforce Engagement Management Masterclass Webinar Series 1. Pulse Surveys Short, frequent surveys are a great way to maintain a consistent pulse on the vibe in your office, how people are feeling at work and what (if anything) they would change. 2. One-On-Ones With Employees Having regularly scheduled, hour-long meetings where you can have an informal chat with each member of your team is a great way to get a real sense of what’s going on with them. 3. Stay/Exit Interviews Using structured interviews for employees is a great way to collect feedback and find out what makes them engaged or what holds them back from being engaged. Reference: Alison Robins Traditional Solutions
- 24. 24 Workforce Engagement Management Masterclass Webinar Series Emerging Technology & AI Solutions • Recruiting for Culture Fit • Onboarding • Scheduling • Personalized interaction • Supervisor or Project Assignment
- 25. 25 Workforce Engagement Management Masterclass Webinar Series "Always treat your employees exactly as you want them to treat your best customers." by STEPHEN R. COVEY
- 28. Q&A Erin Washington With: Moderated by: CEO, GovCXP, LLC LinkedIn page: /in/rosettalue/ Twitter ID: @rosettalue Email: rosetta@govcxp.com Website: govcxp.com Telephone: 202-670-2880 Rosetta Carrington Lue Editor, Customer Experience Update LinkedIn page: /in/erin-washington1/ Twitter ID: @CXupdate Email: erin.washington@aggregage.com Website: customerexperienceupdate.com https://www.customerexperienceupdate.com/frs/12236538/conquering-cx-through-workforce-engagement https://www.customercontactcentral.com/frs/12236538/conquering-cx-through-workforce-engagement