How companies used the results of the survey varied. A significant portion of those responding said that they put together a team or committee of reps and supervisors to go over the results and suggest an action plan.
Others said they used the results to inform their management, coaching and communications. Still others had no clear plan for how to use the results of rep satisfaction or engagement surveys.
In general, the results suggest that while customer service managers understand the importance of employee engagement, they are much less clear about how to put that data to use.
To help clarify matters, "Customer Service Newsletter" spoke to Chris Dustin at HR Solutions, an employee engagement consulting firm. Dustin explained how to conduct an employee engagement survey, what questions to ask, and how to best put the results to use.
A key step that is often missing from employee engagement efforts, Dustin says, is making managers accountable for initiating and implementing efforts to improve engagement based on survey results. "One of the things that we recommend is to make it a part of the manager's or supervisor's incentive plan," Dustin says. "That will get their attention and connect them to it so that you begin to see better outcomes."
The complete article appears in the May issue of "Customer Service Newsletter,"
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About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes "Customer Service Newsletter" and "The Customer Communicator."