Best Practices Employee Engagement and
Customer Loyalty
Ron Davis, CEO, Tenacity
Scott Hays, VP, Global Solutions Mktg. Verint
© 2014 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Best Practices to Enhance
Customer Loyalty and Employee Engagement
Scott HaysVP, Global Solutions Marketing
Verint®
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Customers are… loyalficklepatientvocal
socialhelpful
opinionated
3
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Customers are… loyalficklepatientvocal
socialhelpful
opinionated
4
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Employees are… engageddedicateddistractedvocal
socialhelpful
trainable
5
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Employees are… engageddedicateddistractedvocal
socialhelpful
trainable
6
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Customer
Loyalty
Employee
Engagement
7
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Customer
Loyalty
Employee
Engagement
8
Good Service
Positive Interactions
Positive VOC
Ratings
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Customer
Loyalty
Employee
Engagement
9
M I S S I O N
O U T C O M E S
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Indoctrinate to the Mission
10
1
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Reward to the Outcomes
2
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Expectations Objectives
EmployeesCustomers
12
Engaging Customers & Employees
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EmployeesCustomers
Expectations Objectives
13
Engaging Customers & Employees
• Satisfaction• Quality• Advocacy
• Lifetime Value
• Lower Cost
• Insight
Better Outcomes
LessEffort+Better
OutcomesLessEffort+
Benefits to the Organization
• Loyalty• Retention
• Productivity• Tenure
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
“Aberdeen defines employee engagement
as a state of positive work-related
attitude, characterized by high-levels of
energy, emotional commitment, and
satisfaction derived from the work
itself.”
14
A Definition, Please
Source: Employee Engagement: Paving the Way to Happy Customers, Aberdeen Group, September 2015
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Ask Yourself
How well does our organization foster…
Positive, work-related attitudes?Whatever Love it!
High levels of energy?Yawn Wow!
Emotional commitment?Wait. What? I’m IN!
Satisfaction derived from the work itself?What time is it? Already?
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Employee Engagement Program Better Outcomes
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Employee Engagement Program Better Outcomes
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WHY?
• Keep the pulse of employee
needs, interests, and
priorities
• Nourish culture and retain
top talent
• Assess training, quality, and
areas for improvement
Voice of the Employee
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WHAT?
• How well the employee
understands and feels
connected to the company
values and strategic
objectives
• How fulfilled an employee
feels with the current work
he/she is doing
Voice of the Employee
Source: Employee Engagement: Paving the Way to Happy Customers, Aberdeen Group, September 2015
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Culture of Engagement
20
1. Engage and include.
2. Listen and respond.
I have dedicated
time for training,
learning, and
development.
I am comfortable
sharing my opinions
and feedback.
I have the freedom
to “do the right thing”
for the customer. I am encouraged to
think of new and
innovative ways to do
my work.
I take ownership and
responsibility for
successful customer
outcomes.
3. Shadow and sub.
4. Focus on outcomes.
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Emotional Connection to Outcomes
What I do matters.How I say things
matters.
That customer’s
survey response
made my day.
I can make a
positive impact.
21
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Customer
Loyalty
Employee
Engagement
22
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Customer
Loyalty
Employee
Enablement
and
Empowerment
23
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Change the
Continuous
Improvement
Cycle
24
Remediate Enable
Assess
Performance
Management,
eLearning and
Coaching to
communicate
assessments
and improve
individual skills
Speech Analytics and
Quality Management to
measure, score, and
identify issues
Knowledge
Management and a
context-driven
Employee Desktop
provide answers
and change
behaviors in
real-time
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• Help them relate… with context,
context, context
• Reduce clicks and screens
• Automate guidance
• Integrate and unify “systems of
engagement” with “systems of record”
• Infuse interactions with knowledge
• Provide personalized metrics,
coaching, e-learning, and scheduling
Engagement: Inform, Enable, Empower
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Outside In and Inside Out
EmployeesCustomers
Better Outcomes
LessEffort+Better
OutcomesLessEffort+
Consider both sides of engagement and make it
better and easier for both
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Customer
Loyalty
Employee
Engagement
27
© 2014 Verint Systems Inc. All Rights Reserved Worldwide.
© 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Thank You
Agents’ perceived happiness affects CX: 92%
Agent = part of the products and services: 80%
For many, one bad experience = DEFECTION
Consumers say…
$120
SOURCING/HR/LEAKAGE
$468
$1,000
$1,940
$798
OTHER MARGINAL TRAINING COSTSNESTING
“BULKING UP”
$7810 per attrit
TRAINING SALARY & LEAKAGE
$2,664
$1,820WAGE WASTE DURING PRODUCTIVITY RAMP
Typical North American BPO
$120
SOURCING/HR/LEAKAGE
$468
$1,000
$1,940
$798
OTHER MARGINAL TRAINING COSTSNESTING
“BULKING UP”
$7810 per attrit
TRAINING SALARY & LEAKAGE
$2,664
$1,820WAGE WASTE DURING PRODUCTIVITY RAMP
Typical North American BPO
$624,857
per month
$7.5M
per year
-Agents quality of life has a huge impact on customer loyalty-Customers don’t differentiate between agents and brand
-But agents are under tremendous pressure-Traditional WFO is not helping
-The solution: get serious about agent quality of life: this requires three things:-Foster a resilient workforce-Build bonds between coworkers -Make the work feel more meaningul-You can turn to the classic “best practices,” but that hasn’t worked for thirty years.
-Or you can turn to technology, which is scalable, sustainable and affordable-A picture of the future: the connected, cared-for agents
-Raises privacy questions, but these are answerable
-Three steps to prepare your organization to tackle this problem-Count the cost-P&L owners take the lead-Measure the results of everything you do
-You, your shareholders, your agents and your customers all win.
SUMMARY