Your customers are what drive your organization; your product or service was built to solve their problems, and their contribution (financially and otherwise) is what keeps the organization moving in the right direction. It makes sense that you invest in making every interaction they have with your company the best. Take a second to think about the time, capital, and human resources you invest in customer experience every month. Now it’s time to be 100% honest with yourself — do you invest the same amount of resources in your employees’ experiences?
Topics: Employee Performance
Consistently measuring and reporting on customer service KPIs helps your organization benchmark a standard level of performance and view trends over time. These trends will allow you to determine if the overall quality of customer care is improving or deteriorating and where that might be attributed. For example, if you notice customer satisfaction is steadily improving, it could be correlated to a lower time to resolution. As a manager, you can now see which agents are improving their individual KPIs and reward their achievements.
Goals are an incredibly useful tool and possibly the most important element within performance management. Everything else tends to be somewhat ancillary to a strong goal system. We are often asked for recommendations on how to set up goals.
It’s that time of year again; year-end reviews have been completed and employers are strategizing ways to increase team performance for the next year. Before getting too far into strategy talks, it’s important to understand the workplace trends 2016 will bring and how they will impact employee performance management. Here are five of our predictions:
When I started IActionable back in May of 2010, I had never heard of gamification. It was really hard to describe to people what we were trying to do. “Do you play videogames?” I would cautiously ask people at the meetups I was attending. “No.” That’s pretty much the response I always got.
How do you explain to someone that you want to take the engaging elements from games and bring them into non-gaming environments when they have no idea what those elements are? “It’s sort of like airline rewards,” I’d offer.
Employee gamification software has proven its value in the workplace; corporate enterprises and budding start-ups have all have started using gamification in different areas of their businesses to increase employee engagement and productivity. Your customer service department is one area of your business where you can start reaping immediate benefits from implementing a gamification software. Apart from being a fun motivator for employees, customer service gamification solutions have a host of other benefits.
Millennials. You either love them, or are annoyed by their intense ambition, burning desire to succeed, and need for pats on the back. In America’s workplaces, 1 in 3 workers are Millennials making up the largest generation in the workforce today with a reported 53.5 million; surpassing Gen X’ers and Baby Boomers. Millennials were raised by Baby Boomers who constantly told them they can do anything they put their minds to - and they believe it wholeheartedly. With the right focus and opportunities to learn and develop their skill sets, there is no doubt they can and will climb to the top faster and smarter than the preceding generations. But it is not just the responsibility of the Millennials to “figure it out” when it comes to growing and succeeding in their careers - that responsibility also belongs to the employer. When placed in the right environment that allows them to continuously learn, expand their skill sets, and grow in experience, this group has the potential to be your strongest asset. Conversely, when not properly managed, this group can become your biggest liability. How employers choose to capitalize on this opportunity is their choice.
I remember some years ago when rope courses were all the rage in team building circles. Your entire company or work department would go to the ropes park, and under the guidance and safety assurance of the staff there, co-workers would talk one another through their fear of heights, tackle trust issues between one another, and get through to the other side of various terror-inspiring apparatuses.
How many companies employ a staffing strategy that includes acquiring the top talent in the industry? Probably every single one. The idea that if you acquire top talent your company will be a top performer has forever resonated through corporations, from the C-suite down to entry level HR admins.
What does “top talent” even mean? If all the customer service agents in the world were ranked from best to worst, are you really looking for the top 10% only? This way of thinking already runs afoul of using a rank based approach to performance rather than a ratings based approach.
The workplace environment is constantly evolving. Once comprised of strict hierarchy, corner offices for the C-Suite, and employees walking around in full business attire and closed toe shoes, the workplace has done a complete 180. Walk into 10 offices today and you may be surprised to find how teams are working, where they are working, and when they are working has drastically changed from what was once the norm. With the redesign of today’s companies, offices and teams, HR management is tasked with finding and implementing the most innovative/effective tools to build and maintain a highly connected and highly performing workforce.