The Employee Experience Was Never More Important

The importance of employee experience in retaining talent cannot be overstated. According to a global research study conducted by Globoforce’s WorkHuman Research Institute and IBM’s Smarter Workforce, employees who have a positive experience at work are more likely to perform better and less likely to leave their jobs. In fact, analysis from the study shows that employees with less positive experiences are more than twice as likely to want to leave their jobs compared to those with more positive experiences (44% versus 21%). HR professionals are therefore shifting away from traditional performance management techniques, such as annual performance reviews, in favor of coaching and values-based recognition programs to engage and improve employee performance.

The use of recognition programs, which are designed to reward and acknowledge employees for their contributions and achievements, has been on the rise in recent years. In 2016, 60% of organizations had a recognition program in place, up from 50% in 2012. These programs are seen as an effective means of improving retention and financial outcomes, with companies that spend 1% or more of payroll on recognition being nearly three times as likely to rate their program as excellent (26%), compared to those that spend less than 1% (9%). Additionally, companies with a budget of 1% or more are 3.5 times more likely to say their program helps HR professionals attract new job candidates, is nearly twice as likely to deliver a strong return on investment (88% versus 48%), and twice as likely to retain employees (88% versus 44%).

However, implementing and maintaining a successful recognition program requires a significant investment of resources. Companies that spend nothing on employee recognition are five times more likely to rate their program as poor compared to those that spend 1% or more. To achieve the desired results, it is important for HR professionals to convince their organizations to allocate sufficient resources to the program and to abandon outdated processes such as annual performance reviews. Instead, HR should focus on continuous conversations and ongoing check-ins to align employees with the organization’s priorities, building trust with organizational leaders and optimizing performance.

While the shift towards recognition programs and a more human workplace experience may present challenges for HR professionals, the rewards can be well worth the effort. By improving employee experience and creating a positive work culture, organizations can increase employee retention, reduce turnover, and improve financial outcomes. It is clear that investing in the well-being and satisfaction of employees is crucial for the success and long-term viability of any organization.

Understanding that employee experience – and the human touch that it implies – is at the heart of a successful business model, it’s clear that there was never a better time to partner with a customer service outsourcing leader like Anexa. With a deep pool of premium customer service specialists, Anexa supports businesses across all industries in the critical analysis and management of their customer base, allowing for highly personalized interactions through every step of the customer journey. Our agents embody true commitment to the customer experience. We also work within the premise that customer service is no longer a reactive business practice that simply puts out fires, but a dynamic and proactive customer outreach. With detailed analytics and insights that generate well-informed customer profiles, our teams can prevent issues, solve problems before the customer raises them, target sales and personalize responses when customers reach out. As an extra step, they can be issued the authority to make decisions based on an individual customer’s profile, needs and circumstances, thereby taking ownership of the interaction. Our bilingual (English and Spanish) Anexa teams are able to integrate seamlessly with all of your company’s departments, leaving you and your HR teams with the time and focus to develop a dynamic employee experience program.

Check in with Anexa today to learn more about partnering with one of the best customer service outsourcing companies in the market.