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Issue 139: April 2, 2008 |
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10 Ways to Recognize Employees |
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When used effectively, employee recognition programs are powerful tools. According to Recognition Professionals International, "formal, informal and day-to-day recognition programs, when linked to the organization’s values and goals, can create a culture of recognition that enhances employee engagement, performance and retention." Immediate recognition helps engage employees and makes meaningful connections between their role and the company’s overall objectives. When rewards create lasting impressions on employees, those rewards reinforce positive behavior. Here are 10 tips to find a recognition solution that works for your organization. 1. Do your research – Before you create a program, conduct employee focus groups to get a feel for what employees value and how they’d like to be recognized. Or, send out a survey to give all employees the chance to provide input on what they’d like to see in the program. 2. Get employees involved – Beyond providing information during your initial research, employees are an excellent resource to help design the recognition program. Create an employee task force or designate an employee representative to be on the project team designing the program. Providing a way for employees to be involved in the entire process creates buy-in and a sense of ownership and excitement when the program is launched. 3. Consider existing channels – You don’t have to create everything from scratch for an effective employee recognition program. Often, the best programs build on tools already in place. For example, start an employee-of-the-week award to present at a regular staff meeting. Or, incorporate recognition into existing staff newsletters or e-mails. Remember to start by evaluating existing tools to see what will work for a recognition campaign. 4. Be consistent – Be sure consistency is a main goal. In the minds of employees, nothing is worse than starting a new program with a bang and then, just a short time later, letting it fade away into recognition oblivion. Employees pay attention to follow through and take note if a program continues after the initial launch. Consistently remind employees of the program. 5. Cut through the clutter – In a world of e-mail, a handwritten greeting card speaks volumes and reaches employees on a more personal level. Writing a quick thank-you or note of encouragement to an employee for a job well done demonstrates you recognize his or her hard work. 6. Remember regular milestones – Naturally occurring events, such as birthdays, employment anniversaries or welcoming a new associate, provide ideal opportunities to recognize employees. Tailor this program to your workforce. Something as simple as sending a greeting card provides an authentic and pleasantly unexpected way to engage more personally with employees. 7. Remember the out-of-the ordinary – Be on the look out for employees who consistently go above and beyond to deliver excellent results for your organization. When you identify those over-achievers, recognize them. 8. Provide tangible rewards – If you use a greeting card as a tool to recognize employees, consider adding a gift card to a local restaurant, movie theater or other entertainment attractions. According to the Incentive Federation 2005 Study, given the choice between gift cards and any other reward in an incentive program, 62 percent employees preferred gift cards – more than any other type of reward. 9. Give the gift of time – Along with a greeting card as a recognition tool, give a gift certificate good for a longer lunch break or paid day off from work. Everyone will appreciate this reward, and it can be an excellent way to motivate your team. 10. Evaluate your success – Don’t stop talking to employees after your initial research and launch phases. Conduct regular check-ins with employees to make sure the program is still encouraging and to ask them what can be improved. You also can measure changes in employee productivity, customer satisfaction and employee retention to see if you’re getting a positive return on your investment in the program. Creating an effective employee recognition program takes time and careful planning. However, the benefits of a successful program for the entire organization make the effort put into developing and maintaining the campaign well worth the energy. The Business Research Lab sums it up in a recent article on recognition programs, “…We’ve never found a firm with low recognition and high employee satisfaction scores.” By Marc Wagenheim and Mary English. Marc Wagenheim is product marketing director for Hallmark Business Expressions (BusinessGreetings.com). Mary English is vice president of marketing and customer relations for Hallmark Insights (HallmarkInsights.com). |
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Complimentary Webcasts You Won't Want to Miss |
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April 3, 1:00 Eastern: Real-Time Contact Center Performance Management: Benefits to the Enterprise. Presented by Genesys. Find out how the benefits of real-time performance management will go beyond your contact center to positively impact your sales, marketing and customer service organizations. April 8, 1:00 Eastern: Bridging the Channel Gap: Planning for Multiple Contact Types, E-mail, Chat, Phone, and Back Office. Presented by Bay Bridge Decision Technologies. This webcast discusses the issues associated with full service centers as well as methods for planning for the complex business setting. April 10, 1:00 Eastern: Quality Management: Using Technology to Drive the Effectiveness and Efficiency of Agent Evaluation in Multi-Channel. Presented by KnoahSoft. This webcast explores the use of innovative technology in improving the quality evaluation process of multi-channel contact centers. April 15, 1:00 Eastern: Keep Your Customers: Improving Customer Retention with Interaction Analytics. Presented by NICE Systems. Interaction analytics incorporates the mass analysis of unstructured information contained in customer interactions to provide quantifiable, accurate and immediate insights on customer behaviors and drivers. Having this information allows companies to make more effective, database business decisions. This session highlights the experiences of Orange, a major telecommunications provider, in using interaction analytics to reduce customer churn and deliver other benefits to their operation. April 17, 1:00 Eastern: Beyond the Queue: Operational Business Intelligence. Presented by Inova. Tim Montgomery, industry consultant, will share highlights from his experience working with some of the world's most recognized service organizations. You will learn how best-in-class contact centers use metrics to create an environment of continuous improvement. |
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News and Commentary |
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Look to India for Economic Inspiration India’s technically skilled, English-speaking workforce has attracted global investment at a dizzying pace. The “call-center culture” was apparent, with cafes and nightclubs open at times when the thousands of young workers leave for home following the night shift.
Flu Flattens Part of Workforce This flu season has left almost no state untouched. During the second and third weeks of February, every state except Florida reported widespread flu activity. Last month, a telecommunications company was forced to shut down its call center in Kansas for a day.
Robots Gearing Up for Service Industry Jobs It will take time to perfect robots capable of understanding human emotions well enough to please people in service roles, says Dr. Burdick. And, though he expects that robots will have a substantial impact on the service industry, he says that in some cases, humans will simply always want to interact with other humans.
Metro One to Shut Call Centers, Cut Jobs Metro One will exit the wholesale directory assistance business by May 5, resulting in the closing of call centers and the elimination of about 600 positions, the Portland-based company said.
If the Poor Must Continue to Enjoy Telecom Services Rich or poor, everyone needs to communicate. The massive pent-up demand in many developing countries, including Nigeria, [can be attributed] to the failure of the erstwhile government monopolies hitherto saddled with responsibility to provide telecom service.
With BlogTalkRadio, the Commentary Universe Expands The process is nearly idiot-proof. The host logs on to a Web page with a password, types in when he wants the show to air and then -- using a garden-variety phone -- calls a special number. The computer screen lists the phone numbers of guests or listeners calling in and the host can put as many as six on the air at once by clicking a mouse.
Investing in a Customer-Centric Technology Check out Sterling Commerce's complete suite of applications geared toward solving a service provider's customer-centric initiatives--Sterling Multi-Channel Selling. In addition, Sterling Multi-Channel Fulfillment focuses on more traditional supply chain and procurement challenges commonly found in the industry.
Automating Your Call Center Feedback Some companies with reliable systems are not receiving the data quickly enough, and others simply aren't using the data to take action. Find out why the most successful contact centers are turning to leading-edge automated feedback solutions and developing processes to incorporate feedback into daily operations.
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Smart Quote |
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"Remember that there is nothing stable in human affairs; therefore avoid undue elation in prosperity, or undue depression in adversity." |
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About Contact Professional and CP Wire |
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Contact Professional magazine provides useful management tools and resources to the contact center professional. Written for executives, managers and directors of contact centers, the editorial focuses on real world solutions to issues faced on a daily basis. From hiring and training to technology implementation, each article emphasizes ROI and increased efficiency within the contact center. CP Wire, the electronic counterpart to Contact Professional, is delivered biweekly and focuses on daily obstacles facing the contact center professional, offering firsthand opinion and expertise in a brief, entertaining format along with the latest news affecting contact centers around the world. Some links in CP Wire are time-sensitive. These links may move or expire as the news changes throughout the day. Sponsorships or product announcements appearing in CP Wire are paid advertisements and do not reflect actual CP Wire or Contact Professional endorsements. The news and advice reported in CP Wire or Contact Professional magazine does not necessarily reflect the official position of CP Wire or Contact Professional magazine. The information contained herein has been obtained from services believed to be reliable. |
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