Improving employee engagement, motivation, and retention is a critical initiative for any organization trying to drive better customer experience, increase revenue or reduce operational costs but they are particularly pronounced in customer-facing operations. Low employee engagement damages an organizations’ ability to sell effectively or deliver great customer service and affects customer satisfaction and churn.
Many organizations seek to motivate their teams, and use techniques ranging from compensation strategy to culture campaigns and from team building exercises to parties. Too often these attempts create as much cynicism as they do results. Several methods have been shown to deliver real impact in employee engagement – setting clear expectations, delivering rewards (such as accurate and timely incentive pay), skilled supervisory management, and personalized coaching. These seem straight forward, yet they can be highly complex, or operationally challenging to execute. Business complexity can lead to unfocused or under-personalized goals in multi-channel organizations. Slow or inaccurate incentive payouts are all too common, stemming from broken data and compensation processes. And, inconsistent supervisor coaching and development practices are particularly common in very large organizations where battlefield promotion is the norm. Add to this list a lack of clear career paths for employees, and limited visibility for supervisors and managers into information on their teams’ performance and it becomes evident why employee engagement campaigns are so often under delivered.
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Merced Systems’ Sales Performance Management and Service Performance Management solutions help organizations execute against these tested methods of engagement. Merced ICM automates incentive pay processes to ensure accurate and timely payment of commissions. It also provides real time reporting into sales results so staff can see how they’re doing and what they can earn if they perform – a highly motivating service to provide to sales teams. Merced Performance Suite delivers highly personalized, quantitative performance goals to every member of the organization, with advanced tools for supervisors to view individual results and coach to underlying behaviors. Merced intelligence – delivers pre-built sales and service applications designed to uncover performance trends and guide improvement campaigns by segment.Segmenting staff by business drivers (e.g. up or cross sales, customer retention, productivity) allows operations to design individual coaching and development practices for each group. By delivering targeted employee development activities to meet a particular segment’s needs, individuals respond more rapidly resulting in improved individual and operational performance. Frontline supervisors become more effective and efficient by understanding not only a segment’s needs, but the best development methods to drive improvement. And finally, frontline employees feel empowered with the tools and training needed to meet expectations, resulting in increased motivation and engagement. |
