The importance of employee engagement

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According to Gallup, only 13% of employees are engaged at work worldwide.


The vast majority of employed people around the globe are “not engaged” or “actively disengaged” at work, meaning they are emotionally disconnected from their workplaces and less likely to be productive. Gallup’s recent meta-analysis confirms employee engagement’s well-established links to nine essential performance outcomes, and additional research connects employee engagement to higher earnings per share. Employee engagement is not an end in itself. The moment an employee connects with a customer is a source of untapped power that has profound implications for a company’s profitability. CRC employees are not exempt from this rule.

And you, do you have engaged employee in your contact center?

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Founded in 1996 by Pierre Marc Jasmin, Services Triad Inc. is a management consulting firm specializing in studies providing direction and assistance in optimizing customer relationship centers operations by means of process, technology and human resources.

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