How to Measure and Improve Employee Satisfaction
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How to Measure and Improve Employee Satisfaction

According to the latest stats from Gallup, only one-third of U.S. employees feels engaged at work. What does this mean for productivity and the customer experience? How can we fix this lack of engagement?

These are a few of the questions the #ICMIchat community grappled with this week. Click through these slides for insight on the ways other contact center leaders measure and improve employee satisfaction.

Have ideas to add? Leave them in the comments below!

Join the conversation live next time. On Tuesday, August 9th we'll be brainstorming ways to measure and improve customer satisfaction. Just follow and use our hashtag (#ICMIchat) to participate. The discussion kicks off at 1pm ET.

Topics: People Management, Metrics, Learning & Development, Culture & Morale


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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