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High levels of employee engagement contribute to higher levels of customer satisfaction. Customer service organizations need to implement the right people, and organizational and technology strategies to motivate their customer service employees to perform at their highest level.
Table of Contents
Some or Many of Your Customer Service Employees Don't Care About the Customer
Should Your Customer Service Employees Care About the Customer?
- Some or Many of Your Customer Service Employees Don't Care About the Customer
Create and Communicate a Compelling Customer Experience Vision
Recruit the Right People
Work With HR to Link Employee Engagement Scores to Key Business Metrics
Design Measures to Improve Employee Engagement Following Gartner's Brain Works Model
- 1. Reputation
- 2. Choice
- 3. Mastery
- 4. Relationships
- 5. Equity
- Create and Communicate a Compelling Customer Experience Vision
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