Guess what would be the best action you could take to satisfy your contact center employees. Pay more money? Provide better working conditions? Foster better relationships between management and employees? Establish career paths?
Congratulations – you are correct!
What? How can I say that when I have no idea how you answered? Truth is, no matter what you said, I can find some article or research that validates your choice. If you have a pet project designed to satisfy your employees, you’re in luck. I can definitely find you “research” that backs your position.
Finding the research that supports most any initiative is easy, but actually satisfying your employees is difficult. They may have their own ideas about what satisfies them. You have a myriad of opinions and should realize there is no “silver bullet” solution. Use the opinions and internal and external research to “customize” the solution for your situation.
Internal research means “ask the employees.” For external research, rely on me for some of the answers. I have found so much information, and a lot of it seemed contradictory until I examine the methodology and intent of the studies. The next series of blogs is a study of the studies of employee satisfaction.
