How Genesys Uses Glassdoor Analytics and Employee Engagement to Improve Its Company
•Download as PPTX, PDF•
2 likes•1,416 views
Learn more about the many ways Genesys uses Glassdoor analytics and employee engagement to improve its company!
Recommended
Recommended
More Related Content
What's hot
What's hot (20)
Viewers also liked
Viewers also liked (8)
Similar to How Genesys Uses Glassdoor Analytics and Employee Engagement to Improve Its Company
Similar to How Genesys Uses Glassdoor Analytics and Employee Engagement to Improve Its Company (20)
More from Glassdoor
More from Glassdoor (20)
Recently uploaded
Recently uploaded (20)
How Genesys Uses Glassdoor Analytics and Employee Engagement to Improve Its Company
- 1. #Glassdoor April 8, 2015 How Genesys Uses Glassdoor Analytics and Employee Engagement to Improve Its Company
- 2. #Glassdoor Webinar Tips for Attendees • You can connect to audio using your computer’s microphone and speakers. • Or, you may select “Use Telephone” after joining the Webinar. • All lines will be muted to avoid background noise. • You can ask questions at any time by typing them into the Questions Pane.
- 3. #Glassdoor Featured Speakers Mike Walsh Senior Manager, Product Marketing at Glassdoor @MikeNWalsh Daniel Phelps Director, Global Talent Acquisition at Genesys @Genesys
- 4. #Glassdoor Agenda • Quick Background on Genesys • How Genesys Uses Glassdoor Analytics • Understand • Engage • Monitor • Summary • Questions
- 7. #Glassdoor Glassdoor Analytics Demographics Reputation and Ratings Automate & Share
- 8. #Glassdoor What We Learned from Glassdoor Analytics
- 16. #Glassdoor Engage Employees and Take Action • Email Template • Onboarding Program • Check-Ins Engage
- 18. #Glassdoor Engage Respond to Reviews Respond to Negative Reviews
- 21. #Glassdoor 3 Steps to Turn Analytics Into Action 1. UNDERSTAND Create a Baseline 2. ENGAGE Take Action on Feedback 3. MONITOR Schedule Ongoing Reviews for Improvement
- 22. #Glassdoor
- 24. #Glassdoor
Editor's Notes
- Danielle
- Danielle
- Danielle
- Mike
- Mike: Daniel, please tell us a little bit about Genesys, the problems you’re solving as a company and the challenges you’ve faced as a result of your unique history. Daniel: Sure, thanks Mike. Genesys was founded in 1990. Along the way we were acquired by Alcatel Lucent. In 2012 we left Alcatel to become privately owned. When I joined in 2013 there were no Talent Acquisition systems in place – we had a few strong recruiters but no cohesive team. While we have a long stable history of business success we found ourselves tasked with building TA, rolling out an ATS, and fleshing out the processes during a time of rapid growth. It’s really what attracted me to the company – there was a chance to work with good people (I have interacted with Tracy Coté previously and this was a chance to work under her) and really an opportunity to build TA from the ground up at a billion dollar company. AND that doesn’t come along often! We realized quickly it was more than systems and processes that were needed, we had to understand and identify our brand and culture. Genesys is one of the largest companies -- THE LARGEST privately owned tech company in Silicon Valley – and by not having a consumer facing product -- most candidates hadn’t heard of us. A significant challenge was building our brand and speaking to our culture. Turns out we have a great story – with the stability of an establish business -- unlike start ups -- there is no concern we’ll disappear overnight. The people here are easy going and there is flexibility for not only remote work, but adapting your schedule to suit family life. In a nutshell – we don’t have people zipping to meetings on scooters or haircuts at your desk – BUT we pay well, employees like the people they work with and as a company we care about customer service and experience. We have good products, and we keep our focus as a company on the future, rapidly developing and updating our products to stay current while staying true to the foundation of success we’ve gained over the years. Knowing we had to build out our brand, we turned to Glassdoor as a solution. It allowed us to tell our story, and solicit reviews from employees an idea of what life is like here to candidates.
- Mike: Your efforts have not gone unnoticed. Congrats on being named a Glassdoor Best Place to Work this year! Please tell us a little about how you approached the Best Places award and how it’s impacted your company. Daniel: We didn’t setout initially to win – but it definitely was nice! Our initial goal was to build our brand and show candidates what working with us was like. We focused mostly on asking our employees to write a review. We also signed up to be an Open Company so we could engage and respond to those reviews. Once we did that, we saw a positive trend upwards that really helped encourage more traction. Even before our ATS was in place, we were tracking progress and analyzing the reports from Glassdoor! In terms of impact, we get a LOT more traffic – candidates mention the award to our recruiters during the interview process (GLOBALLY this comes up, not just in the US) We recruit in all regions and I am always fascinated to hear candidates in APAC or Latin America congratulate us for winning theaward. It also comes with a fair share of vendors pitching their services and products. Mostly agencies.
- Mike’s slide: Glassdoor offers employers a ton of analytics to help companies understand: Who’s visiting your page How your brand awareness is trending What your employees are saying and feel about your company How you compare against the competition Interview feedback and more. A common issue with analytics is understanding how to make your insights actionable. Getting the data is just step one. But to really make use of it, we need to generate insights and take action on it. This is why I’m pumped to have Daniel with us today. He’ll walk us through some of the insights and actions he and his team have taken to make Genesys a better place to work.
- Mike: We’ll utilize a 3 step approach to generating actionable insights: Understand, Engage and Monitor. With that I’ll hand over to Daniel to give you a quick snapshot of what Genesys looks like on Glassdoor today talk to us about what Genesy learned from Glassdoor. Daniel: To give some context to the results you see on the screen -- when I started in 2013 we didn’t have many reviews. Our overall rating was 3.6, our CEO approval rating was 76%, and our profile views were 2,650. We’ve certainly come a long way! When we started building our brand and asking people to post a review of what life at Genesys was like we knew it could go one of two ways – we could have seen some problems areas or unhappy employees or we could see results that were favorable and help build a solid image of what life is like working here. We got lucky and people had mostly nice things to say! By having a baseline, and starting to request active input we were able to begin understanding how our employees felt, where we had some areas we could focus on making better, and in general how we could discuss this at an Executive level and understand what our employees felt about working here. If nothing else, Glassdoor is an EXCELLENT resource for anonymous reviews.
- Mike. Step 1 is Understanding. In order to make use of analytics and measure progress, we need to first establish a baseline.
- Mike: Glassdoor is well known for our employer reviews. We offer a word cloud to employers which summarizes the top pros and cons left by users about your company. How do you utilize the word cloud at Genesys and dig into the actual comments? Daniel: We look at specific reviews and analytics regularly to understand. Part of that understanding is building context; the word cloud above is a great example. A quick look and you might scratch your head over some elements. Why is cloud on both Pros and Cons? What can we do about fog? To start digging into this, you have to look for themes and tie more specific items back to the reviews they were generated from. For us, there is a legacy “CON” of having been owned by Alcatel Lucent. Can we change that, no – but we can manage the change better as an organization. We can also take out internal communication and internal processes and find ways to streamline and make those easier for employees. Some things are actionable (e.g. internal comms and process) while others (like the FOG!) are not. You also have to remember than when writing a review you HAVE to add a con. Tell story of Coffee Machine in UK.
- Mike: Here’s a shot of Genesys’s brand awareness trends as measured by page views. One way to think of this is candidates visiting your company profile to search for jobs and research what it’s like to work at your company. There’s obviously a massive spike in this chart which corresponds to a certain award…. Daniel, how do you interpret this chart and think page views? Daniel: We touched on this a bit earlier, but there are several types of page views. Being focused on recruiting there is the obvious Candidate based view. While I’d like to think we had 28,000 candidates view our jobs in December I know that’s not true. We also have views from our employees, VENDORS (from my voicemail box alone I know those views are high!), competition, but also from our clients and partners. We’re lucky because out Leaders understand this – people want to see who they are going to do business with and we know clients check us out to see how we treat employees and what our culture is like.
- Mike: Here’s our reputation scorecard, which compares top level attributes about your company against competitors and the Glassdoor average. How does Genesys utilize this report? Daniel: It’s hard because we don’t have any competition in the exact space – we have larger companies doing something similar and many smaller companies that provide a slice of our product offerings. So it’s more about finding the best approximation to review. Avaya and Cisco are much larger so we are able to review how we stack up against them. On the flip side, Interactive Intelligence is smaller and they are mostly based in one general location. It actually feels good to see that as a larger, global company doing business in over 80 countries we hold our own well. The more centrally located a company is, the more it can feel like a close knit community or family – and those types of companies tend to have good reviews and feedback. Here we are, much more spread out, and we’re right there in terms of how employees feel working here. That feels good!
- Mike: Employees can leave a review if they approve or disapprove of the CEO. This is captured in the approval rating that you see on the screen. Daniel, is your CEO looking at this metric? Daniel: YES! In fact, he is signed up to get instant emails when a review is posted. He reads them all and discusses them with us. He cares how he is perceived and overall how we are doing from the eyes of our employees. It is really nice to know this has his attention.
- Mike: Here’s an example of review left by an employee and an employer response. What kind of feedback are you looking for in reviews and what makes you want to respond to a review? Daniel: We try to have a good balance of positive and negative reviews we respond to – I think we tend to respond more often to the negative ones. We always encourage people to come to us to discuss further but also we aren’t afraid to tackle some of the harder pieces of feedback. This is another element of glassdoor our candidates bring up in their interviews. It’s nice to know people are reading this!
- Mike: Once you’ve established your baseline and identified improvement opportunities, it’s time to take action. Step 2 is about Engagement. That can come in the form of engaging employees and taking corrective action where necessary.
- Mike: Genesys has done a great job of integrating Glassdoor into the annual calendar of employees. Why did you put so much effort into this program and how did you do it? Daniel: We put effort into this because Regular feedback allows us to keep tabs on how we are doing. We watch for common themes or potential challenges and we also keep an eye out for ways to improve employee or candidate experience. The easiest way to start is to ask Employees to get involved and write reviews! Glassdoor is anonymous but also fraud proof, people tend to think we can just make the feedback be skewed to positive – I wish! There are various checks and balances to ensure legit reviews and as you can see, we have a fair share of not as positive comments. Overall though, we are doing well and employees are generally happy. We ask employees once or twice a year to leave feedback by sending out the link in internal communications. We also ask candidates to post reviews of their experience. We have a link and request for interview feedback in our onboarding packet and after about 6 months we ask new employees to leave a review to let us know how tings have been for them. You have to be careful, you don’t want to annoy people but a good check in to see how things are going never hurts.
- Mike: Here’s an example of an interview review left by a candidate. You shared with me earlier a great story on identifying a potential issue and following that through to the source. What happened in that situation? Daniel: Shortly after I joined I noticed a trend that was location specific of neutral to negative feedback on our interview process. I was able to collate the reviews and share with the local hiring team. We didn’t have a large office there and candidates didn’t always know where to go – there was no real signage. It was an easy fix we were able to take corrective action and make sure to address proactively. We’ve also found other areas we could improve by specific feedback and are always looking for feedback we can use to make experiences better for employees and candidates.
- Mike: OK here’s a fun one. Occasionally a disgruntled employee jumps on Glassdoor and leaves a particularly negative review. How do you approach these “1 star” reviews? Daniel: As with all types of reviews you have to learn to read between the lines. Take a bad interview review – sometimes people are just upset they didn’t get the job so they post a negative review. Are they generally hostile or do they have specific feedback about their experience. Most candidates will pass over something that is obviously an annoyed candidate upset they didn’t get the job – but they will spend more time on specific negative feedback. The same with employee reviews – sometimes there just isn’t a culture fit, they are having a bad day, we asked them to leave feedback on that day. I don’t mean to poke fun, but the review above is a good example. Genesys is a large, global company and when we were founded in 1990 our founders were Russian. In the Bay Area headquarters you can walk the floors and hear French, Spanish, English, and yes Russian. This employee was obviously not happy about the Russian – did we read this and ban Russian from the water cooler chats?! No. Dig deeper and while there is a lot of negatively, most of it is just general unhappiness. FAKE REVIEWS! If only HR could make everyone post happy, positive reviews. BUT we all know we can’t! If you step back you see someone who doesn’t like working here, isn’t comfortable with the fact that we are a diverse, global company. While we hope we can help that individual, the response we posted is two fold – we can respond to individual and let them know we are hear to listen and help, and take a moment to clarify what our culture is like and what is important to us to anyone reading the comments.
- Step 3 is all about sustaining improvements by monitoring your performance on an ongoing basis.
- Mike: How does Genesys monitor performance throughout the year? Daniel: So we track our analytics monthly for all of our social channels, including Glassdoor. We watch for changes, themes, areas we can call out to managers or our leadership team. And on a quarterly basis we have a report that tracks all our HR metrics that we send to our Leadership team. We include a section on Glassdoor that highlights the main elements. We also include the full Glassdoor analytics report in case they want to dig deeper.
- Mike: And to summarize you need to take 3 steps to turn analytics into action….
- Mike: Easy way to get started with Glassdoor as an employer is sign up for a free employer account. Able to see basic analytics and respond to reviews. Detailed analytics are available with our Enhanced Profile and you’ll get access to the reputation scorecard, word cloud and drill down features.
- Mike: And with that we’ll take your questions via the chat box? Danielle who’s up first?