Glossary
Employee engagement is one of the most important internal contact center metrics that points to how enthusiastic are your employees about their work, current career status and other aspects of your cooperation. Employee engagement is a critical metric, because when it becomes too low, you will face numerous negative consequences.
Employee engagement influences numerous other aspects of business: it can both harm and improve customer satisfaction, customer experience, customer loyalty, customer sentiment, customer effort and customer retention. Thus, keeping your employee engagement rates high is a vital task for any call center manager. There are many ways to do so, but the main principle is simple: you have to pay attention to your employees, their feelings, and you have to work on improvement of the work conditions and internal atmosphere too.
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