Alcatel-Lucent Enterprise introduces five-step model to cultivate an engaged workforce


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Alcatel-Lucent Enterprise introduces five-step model to increase customer
satisfaction through cultivating an engaged workforce

At a glance:
. Alcatel-Lucent Enterprise’s Employee Effectiveness Model helps identify
the root causes of poor workforce engagement
. By understanding how engaged or not a workforce is, customer service
companies can pinpoint areas for improvement to deliver a better customer
Alcatel-Lucent Enterprise today announced its Employee Effectiveness Model
(EEM). The EEM is a five-step model that helps customer service
organisations get a better understanding of how engaged their customer
service workforce is, identify the root-cause of any lack of engagement and
put in place actions to build a happier and more engaged team. The
importance of building a more engaged workforce is supported by recent
research published in the Harvard Business Review on ‘The Happiness
Dividend’ which points out that a happy and engaged workforce is capable of
raising sales by 37%, productivity by 31%, and accuracy on tasks by 19%.
Most executives do not have the high-level view of workforce capabilities
they need to identify and develop the talent their organisations require to
keep pace with customer demands. The EEM model enables them to get a 360
degree view through a five-step process:
1. Planning & forecasting of resources – To deliver good quality of service,
having the right people available at the right time to handle each customer
interaction is critical. By offering integrated forecasting and scheduling
tools businesses can find the right balance between employee productivity
and employee happiness.
2. Delivery of customer interactions to the right person – The customer
experience is largely defined by what is called ‘first call resolution’.
Matching customers’ questions or issues to an employee with the right skills
is critical. It drives effectiveness and customer satisfaction
3. Measure & control of Intra-day performance – Every day is different and
there are many things that can change service level performance. Having
real-time intra-day insight helps to make smarter decisions faster.
4. Monitor the quality of conversations and analyse trends & performance –
By carefully listening to customer conversations and scoring them,
businesses will understand what skills staff has and what customers are
asking them.
5. Assess employee skills & automate the scheduling of training – By using
self-assessment modules, businesses can easily measure the knowledge of
staff. Do they know the products & procedures inside out, or is more
training required? Once the training requirements are known, training can be
scheduled efficiently into master schedule.

Stefan Captijn, Strategic Business Director for WFO & Analytics,
Alcatel-Lucent Enterprise:
“The Employee Effectiveness model provides a 360 degree view on the quality
and performance delivered by your customer service organisation, and is a
great methodology to start a continuous improvement cycle. As customer
demands grow through the use of new communication channels such as social
media, an engaged workforce is a key requirement in delivering a
consistently good customer experience.
“You may of course have all the information, processes and technology you
need already in place, but if your staff cannot translate these into
effective and positive customer experiences, many opportunities will be

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