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In today’s complex customer service and support environment, leaders are pushing their reps to up their performance to achieve their business objectives. For this reason, the degree of rep engagement is a critical lever organizations depend on to ensure high-quality customer service and support delivery. In fact, CEB research shows that 70% of business leaders agree that employee engagement is critical to achieving business objectives.
That said, a common motivational approach used by most organizations to drive higher quality service interactions is rewards and incentives. However, this approach is effective only in the short term; a more sustainable approach is to drive employee engagement through manager-led employee development.
While exploring ways to drive engagement, CEB research found that effective managers can drive employee engagement by up to 25%. But unfortunately, managers—one of the strongest drivers of employee engagement—often struggle to develop their direct reports effectively; they either lack the time or the skill. This puts the onus back on the organization to find ways to support managers in improving their talent management capabilities and processes.
To support customer service and support organizations achieve this goal, CEB Customer Contact’s “Integrated Talent Management Framework” aims at helping managers develop manager-level talent management skills. This framework maps manager skills to the various stages of an employee life-cycle, and provides ready-to-use training material and tools that can be easily integrated into a manager’s workflow.
The framework’s stage-based tools encompass four critical parts of an employee life-cycle –Sourcing and Acquiring, Onboarding, Employee Development and Performance Reviews. Further, to align to manager development needs, these tools are structured around two key areas:
- Skill-Development Tools– These tools highlight best practices and tips to improve manager skills related to hiring, coaching, and delivering performance reviews.
- Efficiency-Building Tools– These tools build manager efficiencies by focusing on key insights, tips, and sample activities to strengthen hiring and onboarding processes, improve coaching practices, and refine succession programs.
We would love to hear from you. What steps is your organization taking to help managers develop their talent management skills? What do you find effective?
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