Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

The Employee Experience: Motivate, Empower, Invest - Sarah Hedayati - Blog

The Employee Experience: Motivate, Empower, Invest

There’s a con­cern brew­ing in employ­ers every­where. If the econ­omy keeps mov­ing in a pos­i­tive direc­tion, employ­ees may take their tal­ent else­where. A trend for 2012 is improv­ing the employee expe­ri­ence.

Dou­glas Matthews, pres­i­dent and chief oper­at­ing offi­cer for Right Man­age­ment, reported in Chief Learn­ing Offi­certhat 80 per­cent of work­ers may now be actively seek­ing new jobs. In another arti­cle, Metlife reported “…only 47 per­cent of employ­ees sur­veyed feel very strong loy­alty to their employ­ers. Just three years ago the same sur­vey showed 59 per­cent of work­ers felt very strong loy­alty.” It’s time for com­pa­nies to respond by tak­ing on a new mantra for 2012: moti­vate, empower, invest.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

Employ­ees need to be con­nected and engaged to enjoy work­ing at a com­pany. Goals and moti­va­tion help in this endeavor. Tim Houli­han, vice pres­i­dent of Reward Sys­tems at BI World­wide, says “…the stim­u­lants that get us into high achieve­ment are these: our abil­ity to set chal­leng­ing goals, our abil­ity to get emo­tion­ally engaged in our work, and our abil­ity to focus.”

Sit down with employ­ees and find out what moti­vates them. Elaine Vare­las, a man­ag­ing part­ner at Cam­den Con­sult­ing Group, says “After a cer­tain thresh­old of earn­ings, there are more things to moti­vate peo­ple – fun things such as trips, din­ners at expen­sive restau­rants, experiences…The VIP treat­ment may mean more than the actual cash value.”


Some com­pa­nies are empow­er­ing their employ­ees to make serv­ing their cus­tomers the num­ber one priority.

South­west Airlines

I heard a story recently about a South­west pilot that held a plane 12 min­utes for a grand­fa­ther to make the flight. His grand­son was ill and only had a few hours to live. South­west teaches their employ­ees to not hold a plane for any­one. Wait­ing for his cus­tomer was more impor­tant than meet­ing his require­ment. The pilot made his own deci­sion based on spe­cial circumstances.

Ritz-Carlton Hotels

Employee empow­er­ment is at the fore­front of Ritz-Carlton. When co-founder Horst Schulze was in charge, employ­ees each had $2,000 to use to serve cus­tomers with­out get­ting prior approval.


When new employ­ees start at Nord­strom, they receive an employee hand­book that includes this sin­gle rule: “Use best judg­ment in all sit­u­a­tions. There will be no addi­tional rules.”


Invest­ing in employ­ees is the way to show them you value their con­tri­bu­tions to the com­pany. This can be shown in sev­eral ways. Con­sider train­ing for exam­ple. If met­ric lev­els are dif­fi­cult for an employee to meet, pro­vide train­ing oppor­tu­ni­ties to improve skills.

Lori Freifeld writes in an arti­cle for Train­ing Mag­a­zine, “When it comes to train­ing, the most impor­tant part of moti­vat­ing is let­ting peo­ple know what the value of the train­ing is to them per­son­ally – will they be more knowl­edge­able about the stock mar­ket; will they learn how to deal with con­flict in the office, etc.”

Now that the New Year is well on its way, con­sider how you can incor­po­rate this trend into your man­age­ment strat­egy. Soon enough, employ­ees will be say­ing “I HEART my job!”


Post #10 in the Top Ten Cus­tomer Ser­vice and Sup­port Trends for 2012 series.

 - originally published on the Impact Blog at - learn more about call center sales training, the customer service experience, and customer service training programs from Impact Learning Systems.

Publish Date: March 2, 2012 2:08 PM

About us - in 60 seconds!

Submit Event

Upcoming Events

The most important day of the year for the CC & CX industry in the world!

We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =