Times are changing and in the midst of a pandemic, employee engagement has revealed itself to be a key driver of success.

You’ve probably mentioned this to the execs at one stage or another while pleading your case, that at the core of a ‘truly great customer experience’, is the agent.

It’s so undeniably true and yet we still find ourselves caught in a knees bent, heels dug in tug-of-war between what we know is the issue (and how to fix it) versus tight budgets.

It goes without saying, happy employees = happy customers. Employees who are valued by leadership and setup for success are much happier and more engaged at work. Happy employees create better customer experiences, which results in higher customer satisfaction and builds loyalty to the brand.

But you already know what employee engagement is and why it matters. The real question here is how much are disengaged employees costing your organisation?