HOW AN EMPLOYEE PERCEIVES THE COMPANY IS BASED ON A COLLECTION OF SMALL ( AND BIG ) INTERACTIONS .
EMPLOYEE EXPERIENCE
ILLUSTRATION PROVIDED BY ADOBE STOCK
HOW TO WIN AGENTS ’ MINDS AND HEARTS HINT : IT TAKES PRIORITIZING THE EMPLOYEE EXPERIENCE . BY CAROLYN CLARK , SIMPPLR
Simply put employee experience ( EX ) is what it feels like to be part of something . Every touchpoint - from the moment someone interviews for the job to when they exit - shapes how they feel about an organization .
The vibe of the physical workspace , the spoken ( and unspoken ) culture , how effective communications are , the leaders and those on the bench , how performance is managed , and the technology all contribute to an organization ' s employee experience .
40 CONTACT CENTER PIPELINE
How an employee perceives the company is based on a collection of small ( and big ) interactions . All of these interactions ultimately shape an employee ' s perception of the organization . And it ’ s those moments that influence their desire to invest their time and heart into that place .
HOW EX IMPACTS THE BOTTOM LINE
Employee experience has a notable impact on all areas of company performance . It ’ s no secret that when an employee is engaged they produce better business outcomes .
In fact , highly engaged teams show 21 % greater profitability and companies with engaged employees outperform those without by up to 202 % ( Gallup ).
HOW AN EMPLOYEE PERCEIVES THE COMPANY IS BASED ON A COLLECTION OF SMALL ( AND BIG ) INTERACTIONS .
Not only that , companies with high employee engagement levels achieve profit margins five points higher compared to companies in their sector . Savvy organizations understand that happy employees make happy customers , and happy customers are how companies drive sustainable growth .