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Posts from the ‘All Blog Posts’ Category

Dr. Scott Spera on the Science of Customer Experience

Fans of our blog and the podcast series should be very familiar with the work of MIT business professor Zeynep Ton. We’ve cited her book, “The Good Jobs Strategy,” on several occasions, as well as her research showing that paying workers better and treating them better is – surprise – better for the bottom line. We’ve also cited research from Gallup indicating that companies with a highly engaged workforce outperform their competitors by almost 150% in earnings per share.

Time and again research proves that engaged employees create happier customers, which leads to better company performance. At The Workforce Institute, we call this the virtuous cycle of engagement. So what does it take to put the right people in the right place at the right time to deliver a great customer experience?

Dr. Scott Spera has some thoughts on that question.  Scott is the director of analytics solutions at Convergys, an organization that helps its clients improve customer loyalty, reduce costs, and generate revenue through programs like customer care, analytics, and tech support. Scott is directly responsible for designing and implementing best practice customer experience measurement and improvement programs. One of my responsibilities at Kronos is to lead our Voice of the Customer program, and we happen to be a Convergys customer – so was very pleased to have the opportunity to speak with Scott about how Convergys uses metrics to drive performance.

You can listen to our conversation to hear his anwers to the following questions:

1.  How have you been able to measure the relationship between improved customer experience and higher revenues?

2.  What are the biggest drivers of employee engagement at Convergys?

3.  How do leaders create and sustain a culture where engagement can thrive?

4.  What are the reasons for a break in the chain where the vision of the organization does not connect with first-line supervisors or vice versa?

5.  Are there any engagement tips you’d recommend to get leaders onboard, or to help with building engagement in other companies?

Listen to the podcast here.



Results of 4/10/15 TweetChat on Employee Engagement

Had a great tweetchat today with numerous human resource experts who care about employee engagement.  Our recent research indicates that strategies as simple as saying “thank you” can help you keep your stars.  But there is obviously a lot more to creating an engaged and effective workforce than that.  Read on to hear from our experts:


Join Our 4/10 Tweetchat on Employee Engagement

If you read this blog on a regular basis, you probably care about issues like employee engagement.   On Friday, April 10, we’ll be talking about strategies to improve employee engagement and hope you’ll join us at #kronoschat.  We’ll be talking about the results of our latest employee survey, and specifically what employees say makes them feel more engaged at work.  You may want to check out this blog post in advance to see highlights of our research.  We’d love for you to join us and let us know what you do to create a culture that attracts and retains great people.

If you haven’t joined a tweetchat before, it’s simple. You can follow the chat via the hashtag #kronoschat.  You can also log into and use our hashtag, #kronoschat to join the conversation.

Here are the deets:

Date: Friday, 4/10
Time: 12pm – 1pm ET
Hosts: @KronosInc
Community Leader: @WF_Institute (Joyce Maroney)

Here are the questions we’ll be posing.  Please add your point of view to this conversation!

Q1: Not appreciated = not engaged. Money aside, what are the best ways to show employee appreciation and keep engagement high?

Q2: 61% of employees have thought about searching for a new job in last year. How can orgs avoid the grass-is-greener thinking?

Q3: 40% of those surveyed said a pay raise only boosted their motivation for 6 months or less. Why are raises quickly forgotten?

Q4: “Thank You” can be underestimated or forgotten. What strategies can orgs use to create a culture of gratitude?

Q5: Not recognizing employees work is cited as #1 way to bring them down. What are effective ways to recognize work that’s done?

Q6: For the job where you’ve felt the most appreciation, how did a manager/co-workers/company recognize your efforts?

Q7: How important is it that C-level executives lead by example? Are there famous stories of execs who do it right?

Q8: How does remote work and increasing reliance on virtual conversations impact strategies for employee appreciation?