The pursuit of engaging a company’s workforce has been underway in some form for more than 50 years. But it is no longer the case that managers are the only people concerned with engagement. In fact, the millennials and Gen Xers who comprise today’s contact centers have begun to request more authentic engagement initiatives in exchange for their loyalty and employment longevity.
“The nature of business in the contact center creates employee engagement challenges that other industries do not face,” says Burke. “Obstacles related to turnover, confidentiality and transparency, however, should not be an excuse for limited engagement efforts.”