Agent engagement corresponds to the emotional commitment that the agent has to the organization and its goals. Studies have shown that engaged agents are the secret to your contact center’s success and here’s why!
Darwin Allen is an ambitious professional with diverse technical and business experience spanning large corporations, family businesses, and municipal government. He has proven abilities in team management, training, problem resolution, budgeting, time management, sales, and networking. He currently serves as Town Council President for Fountain City, IN and has over 15 years of experience in the telecommunications industry, including roles as a technician, supervisor, and chief technician.
Business Impact Study - BPO Executive Series June 2010pavansriram
How one of the largest BPO companies successfully hired 7000+ front-line executives using a combination of technology and award-winning predictive assessment tools
Employee engagement is important for business success. Studies show engaged employees increase profits, sales, customer loyalty and productivity. Recognition programs can boost employee engagement by 27-50% according to studies. Recognition is the "tipping point" that differentiates engaged versus willing employees. To maximize engagement, companies need senior leadership support, effective communication, inspiration around corporate strategy and vision, and a culture of appreciation.
Employee engagement is important for business success. Studies show engaged employees increase profits, sales, customer loyalty and productivity. Recognition programs can boost employee engagement by 27-50% according to studies. Recognition is the "tipping point" that differentiates engaged versus willing employees. To maximize engagement, companies need senior leadership support, an effective recognition strategy, and a culture of appreciation.
Five key lessons are provided for upgrading talent by hiring outside superstars:
1. Identify current and future internal stars through performance management before committing to outside hires.
2. Align hiring decisions with needs for current and future talent by understanding what types of talent are needed now and in the future as well as what talent is available.
3. Temper expectations as high performance may not always be portable, especially for roles requiring collaboration, as support is needed for stars to succeed.
4. Do not let eagerness cause shortcuts to the selection process which can increase legal risks and insult current employees.
5. Underpromise and overdeliver to avoid issues like "package envy" and build credibility
This document discusses engaging employees in the new decade through an approach that demystifies engagement. It begins by posing thought-provoking questions for leadership to consider regarding employee engagement. The document then discusses what engagement delivers for organizations, including meeting and exceeding expectations. It emphasizes that engagement is highest when there is clear communication between the organization and individual employees regarding what success means for both.
This document is a project report on employee engagement at HDFC Bank in Lucknow, India. It was submitted by Sahar Shafi to fulfill the requirements for an MBA degree. The report includes an introduction on the importance of employee engagement and definitions. It also discusses the need for employee engagement and how to make employees engaged, such as through growth opportunities, support and recognition, and participation in decision making. The report contains typical sections like objectives, methodology, findings, recommendations, and conclusions.
Darwin Allen is an ambitious professional with diverse technical and business experience spanning large corporations, family businesses, and municipal government. He has proven abilities in team management, training, problem resolution, budgeting, time management, sales, and networking. He currently serves as Town Council President for Fountain City, IN and has over 15 years of experience in the telecommunications industry, including roles as a technician, supervisor, and chief technician.
Business Impact Study - BPO Executive Series June 2010pavansriram
How one of the largest BPO companies successfully hired 7000+ front-line executives using a combination of technology and award-winning predictive assessment tools
Employee engagement is important for business success. Studies show engaged employees increase profits, sales, customer loyalty and productivity. Recognition programs can boost employee engagement by 27-50% according to studies. Recognition is the "tipping point" that differentiates engaged versus willing employees. To maximize engagement, companies need senior leadership support, effective communication, inspiration around corporate strategy and vision, and a culture of appreciation.
Employee engagement is important for business success. Studies show engaged employees increase profits, sales, customer loyalty and productivity. Recognition programs can boost employee engagement by 27-50% according to studies. Recognition is the "tipping point" that differentiates engaged versus willing employees. To maximize engagement, companies need senior leadership support, an effective recognition strategy, and a culture of appreciation.
Five key lessons are provided for upgrading talent by hiring outside superstars:
1. Identify current and future internal stars through performance management before committing to outside hires.
2. Align hiring decisions with needs for current and future talent by understanding what types of talent are needed now and in the future as well as what talent is available.
3. Temper expectations as high performance may not always be portable, especially for roles requiring collaboration, as support is needed for stars to succeed.
4. Do not let eagerness cause shortcuts to the selection process which can increase legal risks and insult current employees.
5. Underpromise and overdeliver to avoid issues like "package envy" and build credibility
This document discusses engaging employees in the new decade through an approach that demystifies engagement. It begins by posing thought-provoking questions for leadership to consider regarding employee engagement. The document then discusses what engagement delivers for organizations, including meeting and exceeding expectations. It emphasizes that engagement is highest when there is clear communication between the organization and individual employees regarding what success means for both.
This document is a project report on employee engagement at HDFC Bank in Lucknow, India. It was submitted by Sahar Shafi to fulfill the requirements for an MBA degree. The report includes an introduction on the importance of employee engagement and definitions. It also discusses the need for employee engagement and how to make employees engaged, such as through growth opportunities, support and recognition, and participation in decision making. The report contains typical sections like objectives, methodology, findings, recommendations, and conclusions.
Using employer branding_to_increase_loyaltyIDEE JSC
Employer branding aims to increase employee loyalty by creating an authentic brand that attracts, retains, and repels the right employees. It should be based on understanding organizational culture and communicating core values. Studies show branding provides recruitment advantages but many companies do not prioritize or budget for it. An effective brand aligns consumer and employment messaging, assesses perceptions, and defines an employment value proposition. Developing videos, assessing websites and job board presence, and justifying costs can strengthen employer branding.
How to hire a CINO that can build lasting innovation capabilities.
The way businesses need to organize and behave has fundamentally shifted. Across industries, companies, and organizational functions, we have heard many of the world’s most innovative companies echo the same challenge: businesses must urgently embrace a more nimble and entrepreneurial approach in order to stay competitive. We call this challenge of how big companies can leverage scale while staying innovative “big entrepreneurship.” The Rising Billion is one of five pieces in our report, Big Entrepreneurship, aimed at deconstructing some of the complex challenges around big entrepreneurship and provide actionable insights for business leaders.
This report was created by Fahrenheit 212, a global innovation strategy and design firm. We define innovation strategies and develop new products, services, and experiences that create sustainable, profitable growth for our clients. We challenge the belief that innovation is inherently unreliable and have spent the last decade designing the method, building the model, and assembling the minds to make innovation a predictable driver of growth for our clients' businesses.
How Engaged Are My Employees Exec R R Guideshershenow
This document discusses the importance and impact of employee engagement. Key points include:
- Disengaged employees cost companies billions per year in lost productivity and revenue. Highly engaged companies see significantly higher growth and profits.
- Only 17% of workers are highly engaged and willing to contribute fully. 19% are actively disengaged, undermining their organizations.
- Senior management demonstrating genuine interest in employees is the top global driver of engagement.
- Engaged employees stay longer, drive higher customer satisfaction and retention, and increase company profits. Proper employee engagement programs are critical for business success.
- Effective engagement programs align corporate objectives with rewards, recognize positive behaviors, and motivate employees to achieve
The document summarizes a hiring strategy called the "Blue Ocean Hiring Strategy" that uses psychological profiling of candidates based on their strengths to make optimal hiring decisions. It describes how renowned psychologist Dr. Seligman helped MetLife cut recruitment and training costs by 60% by profiling candidates for traits like optimism. The strategy advocates profiling both current top performers and candidates to identify strengths associated with success and only interview those who match or exceed the best. It provides an example comparing the profiles of two sales candidates to determine which would be more successful. Testimonials praise the strategy for helping integrate new hires seamlessly and opening opportunities to find the right people.
Over 100 decision-makers working directly on corporate innovation in Fortune 1000 (Americas, Europe, Asia) corporations share their learnings. By 500 Startups.
5 Lessons for Upgrading Talent with Outside Superstarsassessmentedge
1. The economic downturn has led to many layoffs, increasing the supply of talented individuals available at affordable prices. Companies can take advantage of this opportunity to upgrade their talent by hiring superstars.
2. There are five key lessons for successfully upgrading talent through outside hires: identify internal stars first, align hires with current and future needs, manage expectations as performance may not transfer, don't rush the selection process, and underpromise and overdeliver.
3. The document then discusses each lesson in more detail, emphasizing the importance of identifying internal talent, assessing needs accurately to hire the right fit rather than being "star struck," and executing a disciplined selection process.
Bio-pharma employees want their work recognized and valued. They also want a comfortable workplace where they feel included and can make a positive impact. Over one-third of an employee's time is spent at work, so it is important for companies to focus on culture and engagement. Implementing sustainability programs and gamifying engagement through virtual badges and social recognition can help attract and retain top talent while saving companies money through reductions in waste, water, fuel and carbon emissions.
This document discusses employee engagement and disengagement. It defines engagement as having a positive connection to work that motivates excellence. Disengagement is costly, reducing profits and productivity while increasing costs and staff turnover. The document recommends using an engagement survey to identify disengaged employees, the causes, and costs of disengagement. This allows companies to improve engagement, productivity and profits through an action plan. Client testimonials praise the surveys for validating issues and focusing improvement efforts. Contact information is provided for Profitable Personnel.
Elevating executive results: The c-suite’s guide to winning the war for talentAcertitude
Globalization, digital disruption, changes in workforce demographics, and shifting attitudes toward workplace engagement have created one of the most competitive and dynamic global talent markets in history. “Elevating executive results: The c-suite’s guide to winning the war for talent” identifies eight critical steps that enable companies and organizations to do a better job in finding – and keeping -- the leadership needed for sustained high performance in today’s demanding business environment.
The document discusses retention strategies used by companies to reduce employee attrition. It outlines 10 tools for curbing attrition, including offering competitive compensation and benefits, training managers, providing clear roles and responsibilities, offering retention bonuses for longevity, encouraging employee engagement practices like surveys, promoting teamwork, emphasizing fun activities, implementing induction programs, and encouraging further education. Various companies are cited that practice these strategies successfully, such as conducting climate surveys, roadmap meetings, treating all employees equally, and having open-door policies.
Hiring lister Salespeople - Things to knowAmitNagar38
This document discusses the importance of hiring and retaining the right sales talent. It notes that industries are evolving rapidly due to technological changes, expanding the need for modern sales talent. However, companies often struggle to find and keep the right matches for their roles. The document then discusses some common mistakes made in hiring, such as unclear job requirements and not prioritizing must-have traits. It also outlines the high costs of bad hires. Finally, it provides five fail-proof ways to build a strong sales team, including clearly defining job needs, having a strict list of requirements, casting a wide net to find candidates, looking beyond resumes, and avoiding incorrect comparisons between candidates.
The Role of Rewards in the “New Age” of Employee Empowerment. So where does compensation fit in this new engagement environment? Does it play any role? Some analysis suggests its impact is minimal. Other studies indicate it is a larger factor. To the extent attrition can be considered the antithesis of engagement, one might be confused by what seems to be conflicting data analyses among researchers regarding the influence compensation has on this much sought after quality in employees. If these are questions you are trying to answer, you should not miss this presentation.
This document discusses employee engagement and its importance for organizational success. It makes three key points:
1. Employee engagement has a direct correlation with improved financial results, customer satisfaction, productivity, and employee retention. It is a vital element for organizational survival.
2. There are three levels of employee engagement - actively disengaged, not engaged, and actively engaged. Actively engaged employees are strongly aligned with organizational goals and care about the company's success.
3. Establishing true employee engagement requires a comprehensive, strategic approach that creates lasting positive results. It encourages productive, dedicated employees who are invested in the company's success.
This document summarizes challenges with relying solely on internal recruiters to fill positions and advantages of using independent executive recruiters instead. It notes that internal recruiters lack financial incentives to find the best candidates and have limited networks, while independent recruiters' reputation and livelihood depends on placement success. Independent recruiters can provide a more tailored, client-focused service at lower cost than large global firms due to lower overhead. They effectively recruit globally using technology without needing offices worldwide.
Creating A Sustainable Employee Engagement CultureDavid Perry
The document discusses 10 keys to creating a sustainable employee engagement culture through common cause. The keys are grouped under the principles of challenge, communication, and compensation. Under challenge are: setting vision and goals, expecting executive excellence, and allowing creative license. Communication keys include: dialogue with a positive attitude, positive reinforcement, allowing no-fault adaptation, and involving employees in decision making. Compensation keys are: exceeding industry norms for pay, long-term financial ties to the company, and over-the-top rewards for top performance.
Measuring the quality of new hires is important but difficult for many organisations. While nearly all organisations understand the value of measuring quality of hire, less than half have plans to do so. There are several challenges to measuring quality, including collecting relevant data from different systems and ensuring the data is accurate and can be analyzed. However, organisations that measure quality of hire generally see benefits such as increased retention, better performance reviews from managers, and improved productivity among new hires. The first step to measuring quality is to clearly define what constitutes a quality hire based on the organisation's goals and job roles.
Measuring the quality of new hires is important but difficult for many organisations. While nearly all organisations understand the value of measuring quality of hire, less than half have plans to do so. There are several challenges to measuring quality, including collecting relevant data from different systems and ensuring the data is accurate and can be analyzed. However, organisations that measure quality of hire generally see benefits such as increased retention, better performance reviews from managers, and higher productivity among new employees. The first step to measuring quality is to clearly define what constitutes a quality hire based on the organisation's goals and job roles.
This document provides guidance on conducting meaningful performance appraisals. It discusses the importance of performance management in supporting employees and organizational success. It outlines reasons for conducting performance appraisals from both the employer and employee perspective. The document provides tips for planning appraisal meetings, filling out forms, setting goals, and having constructive discussions that focus on performance, not personal attributes. Common challenges like bias, lack of preparation, and failing to provide feedback are addressed. The overall message is that performance appraisals are an ongoing process of communication, observation and evaluation to develop employees.
Best Practices in Consulting - Kennedy 2014Erik Wayton
This document discusses best practices for effectively managing HR administration in consulting firms. It notes that consulting firms face pressures to maintain profitability while costs rise. Direct costs associated with employees average around 60% of revenues. The complexity of managing different staffing models, from full-time employees to contractors, creates challenges for HR administration. While outsourcing some back-office functions can reduce costs, many firms realize benefits from keeping HR administration in-house. As consulting firms grow, transitioning to more structured HR management practices is important for sustaining growth and healthy profit margins.
As we all know, there are more confounding alarm clocks than elegant iPods in the world. Despite our knowledge of design, companies continue to churn out bad products. How can we improve our chances of creating great products? I think it requires designers to understand a little about finance and strategy, and managers to know a little about design. It requires using design skills to communicate, selling your ideas, and patience.
During this event I'll introduce a few specific techniques for thinking about the business situation. Then when you're tired of listening to me we can do an exercise to create a product that fits a particular strategy, then talk about how this approach applies to your everyday work. Hopefully it'll be both useful and fun.
Using employer branding_to_increase_loyaltyIDEE JSC
Employer branding aims to increase employee loyalty by creating an authentic brand that attracts, retains, and repels the right employees. It should be based on understanding organizational culture and communicating core values. Studies show branding provides recruitment advantages but many companies do not prioritize or budget for it. An effective brand aligns consumer and employment messaging, assesses perceptions, and defines an employment value proposition. Developing videos, assessing websites and job board presence, and justifying costs can strengthen employer branding.
How to hire a CINO that can build lasting innovation capabilities.
The way businesses need to organize and behave has fundamentally shifted. Across industries, companies, and organizational functions, we have heard many of the world’s most innovative companies echo the same challenge: businesses must urgently embrace a more nimble and entrepreneurial approach in order to stay competitive. We call this challenge of how big companies can leverage scale while staying innovative “big entrepreneurship.” The Rising Billion is one of five pieces in our report, Big Entrepreneurship, aimed at deconstructing some of the complex challenges around big entrepreneurship and provide actionable insights for business leaders.
This report was created by Fahrenheit 212, a global innovation strategy and design firm. We define innovation strategies and develop new products, services, and experiences that create sustainable, profitable growth for our clients. We challenge the belief that innovation is inherently unreliable and have spent the last decade designing the method, building the model, and assembling the minds to make innovation a predictable driver of growth for our clients' businesses.
How Engaged Are My Employees Exec R R Guideshershenow
This document discusses the importance and impact of employee engagement. Key points include:
- Disengaged employees cost companies billions per year in lost productivity and revenue. Highly engaged companies see significantly higher growth and profits.
- Only 17% of workers are highly engaged and willing to contribute fully. 19% are actively disengaged, undermining their organizations.
- Senior management demonstrating genuine interest in employees is the top global driver of engagement.
- Engaged employees stay longer, drive higher customer satisfaction and retention, and increase company profits. Proper employee engagement programs are critical for business success.
- Effective engagement programs align corporate objectives with rewards, recognize positive behaviors, and motivate employees to achieve
The document summarizes a hiring strategy called the "Blue Ocean Hiring Strategy" that uses psychological profiling of candidates based on their strengths to make optimal hiring decisions. It describes how renowned psychologist Dr. Seligman helped MetLife cut recruitment and training costs by 60% by profiling candidates for traits like optimism. The strategy advocates profiling both current top performers and candidates to identify strengths associated with success and only interview those who match or exceed the best. It provides an example comparing the profiles of two sales candidates to determine which would be more successful. Testimonials praise the strategy for helping integrate new hires seamlessly and opening opportunities to find the right people.
Over 100 decision-makers working directly on corporate innovation in Fortune 1000 (Americas, Europe, Asia) corporations share their learnings. By 500 Startups.
5 Lessons for Upgrading Talent with Outside Superstarsassessmentedge
1. The economic downturn has led to many layoffs, increasing the supply of talented individuals available at affordable prices. Companies can take advantage of this opportunity to upgrade their talent by hiring superstars.
2. There are five key lessons for successfully upgrading talent through outside hires: identify internal stars first, align hires with current and future needs, manage expectations as performance may not transfer, don't rush the selection process, and underpromise and overdeliver.
3. The document then discusses each lesson in more detail, emphasizing the importance of identifying internal talent, assessing needs accurately to hire the right fit rather than being "star struck," and executing a disciplined selection process.
Bio-pharma employees want their work recognized and valued. They also want a comfortable workplace where they feel included and can make a positive impact. Over one-third of an employee's time is spent at work, so it is important for companies to focus on culture and engagement. Implementing sustainability programs and gamifying engagement through virtual badges and social recognition can help attract and retain top talent while saving companies money through reductions in waste, water, fuel and carbon emissions.
This document discusses employee engagement and disengagement. It defines engagement as having a positive connection to work that motivates excellence. Disengagement is costly, reducing profits and productivity while increasing costs and staff turnover. The document recommends using an engagement survey to identify disengaged employees, the causes, and costs of disengagement. This allows companies to improve engagement, productivity and profits through an action plan. Client testimonials praise the surveys for validating issues and focusing improvement efforts. Contact information is provided for Profitable Personnel.
Elevating executive results: The c-suite’s guide to winning the war for talentAcertitude
Globalization, digital disruption, changes in workforce demographics, and shifting attitudes toward workplace engagement have created one of the most competitive and dynamic global talent markets in history. “Elevating executive results: The c-suite’s guide to winning the war for talent” identifies eight critical steps that enable companies and organizations to do a better job in finding – and keeping -- the leadership needed for sustained high performance in today’s demanding business environment.
The document discusses retention strategies used by companies to reduce employee attrition. It outlines 10 tools for curbing attrition, including offering competitive compensation and benefits, training managers, providing clear roles and responsibilities, offering retention bonuses for longevity, encouraging employee engagement practices like surveys, promoting teamwork, emphasizing fun activities, implementing induction programs, and encouraging further education. Various companies are cited that practice these strategies successfully, such as conducting climate surveys, roadmap meetings, treating all employees equally, and having open-door policies.
Hiring lister Salespeople - Things to knowAmitNagar38
This document discusses the importance of hiring and retaining the right sales talent. It notes that industries are evolving rapidly due to technological changes, expanding the need for modern sales talent. However, companies often struggle to find and keep the right matches for their roles. The document then discusses some common mistakes made in hiring, such as unclear job requirements and not prioritizing must-have traits. It also outlines the high costs of bad hires. Finally, it provides five fail-proof ways to build a strong sales team, including clearly defining job needs, having a strict list of requirements, casting a wide net to find candidates, looking beyond resumes, and avoiding incorrect comparisons between candidates.
The Role of Rewards in the “New Age” of Employee Empowerment. So where does compensation fit in this new engagement environment? Does it play any role? Some analysis suggests its impact is minimal. Other studies indicate it is a larger factor. To the extent attrition can be considered the antithesis of engagement, one might be confused by what seems to be conflicting data analyses among researchers regarding the influence compensation has on this much sought after quality in employees. If these are questions you are trying to answer, you should not miss this presentation.
This document discusses employee engagement and its importance for organizational success. It makes three key points:
1. Employee engagement has a direct correlation with improved financial results, customer satisfaction, productivity, and employee retention. It is a vital element for organizational survival.
2. There are three levels of employee engagement - actively disengaged, not engaged, and actively engaged. Actively engaged employees are strongly aligned with organizational goals and care about the company's success.
3. Establishing true employee engagement requires a comprehensive, strategic approach that creates lasting positive results. It encourages productive, dedicated employees who are invested in the company's success.
This document summarizes challenges with relying solely on internal recruiters to fill positions and advantages of using independent executive recruiters instead. It notes that internal recruiters lack financial incentives to find the best candidates and have limited networks, while independent recruiters' reputation and livelihood depends on placement success. Independent recruiters can provide a more tailored, client-focused service at lower cost than large global firms due to lower overhead. They effectively recruit globally using technology without needing offices worldwide.
Creating A Sustainable Employee Engagement CultureDavid Perry
The document discusses 10 keys to creating a sustainable employee engagement culture through common cause. The keys are grouped under the principles of challenge, communication, and compensation. Under challenge are: setting vision and goals, expecting executive excellence, and allowing creative license. Communication keys include: dialogue with a positive attitude, positive reinforcement, allowing no-fault adaptation, and involving employees in decision making. Compensation keys are: exceeding industry norms for pay, long-term financial ties to the company, and over-the-top rewards for top performance.
Measuring the quality of new hires is important but difficult for many organisations. While nearly all organisations understand the value of measuring quality of hire, less than half have plans to do so. There are several challenges to measuring quality, including collecting relevant data from different systems and ensuring the data is accurate and can be analyzed. However, organisations that measure quality of hire generally see benefits such as increased retention, better performance reviews from managers, and improved productivity among new hires. The first step to measuring quality is to clearly define what constitutes a quality hire based on the organisation's goals and job roles.
Measuring the quality of new hires is important but difficult for many organisations. While nearly all organisations understand the value of measuring quality of hire, less than half have plans to do so. There are several challenges to measuring quality, including collecting relevant data from different systems and ensuring the data is accurate and can be analyzed. However, organisations that measure quality of hire generally see benefits such as increased retention, better performance reviews from managers, and higher productivity among new employees. The first step to measuring quality is to clearly define what constitutes a quality hire based on the organisation's goals and job roles.
This document provides guidance on conducting meaningful performance appraisals. It discusses the importance of performance management in supporting employees and organizational success. It outlines reasons for conducting performance appraisals from both the employer and employee perspective. The document provides tips for planning appraisal meetings, filling out forms, setting goals, and having constructive discussions that focus on performance, not personal attributes. Common challenges like bias, lack of preparation, and failing to provide feedback are addressed. The overall message is that performance appraisals are an ongoing process of communication, observation and evaluation to develop employees.
Best Practices in Consulting - Kennedy 2014Erik Wayton
This document discusses best practices for effectively managing HR administration in consulting firms. It notes that consulting firms face pressures to maintain profitability while costs rise. Direct costs associated with employees average around 60% of revenues. The complexity of managing different staffing models, from full-time employees to contractors, creates challenges for HR administration. While outsourcing some back-office functions can reduce costs, many firms realize benefits from keeping HR administration in-house. As consulting firms grow, transitioning to more structured HR management practices is important for sustaining growth and healthy profit margins.
As we all know, there are more confounding alarm clocks than elegant iPods in the world. Despite our knowledge of design, companies continue to churn out bad products. How can we improve our chances of creating great products? I think it requires designers to understand a little about finance and strategy, and managers to know a little about design. It requires using design skills to communicate, selling your ideas, and patience.
During this event I'll introduce a few specific techniques for thinking about the business situation. Then when you're tired of listening to me we can do an exercise to create a product that fits a particular strategy, then talk about how this approach applies to your everyday work. Hopefully it'll be both useful and fun.
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Have you ever dreamed of turning your innovative idea into a thriving business? Starting a company involves numerous steps and decisions, but don't worry—we're here to help. Whether you're exploring how to start a startup company or wondering how to start up a small business, this guide will walk you through the process, step by step.