Omega Blog

Employee engagement boosts results of training programs

Posted on 31 July, 2013

Highly trained sales staff or call center agents can provide customers with an engaging experience that helps build brand loyalty. The better the interactions between potential leads and employees, the more likely customers are to recommend a company to others. This dynamic can drive revenue growth, which is why businesses often spend a significant amount of time and money training their workers.

However, a white paper by The Forum states that employee engagement can have a large influence on the success of training programs. Earlier this year, two professors from Northwestern University measured the improvement of state workers attending a two-day workshop. They found that employees who were engaged in their work and motivated to implement new practices or techniques reported higher levels of success following the workshop.

The study concluded that a worker's mindset going into the training session often determined how much he or she learned. This means that companies need to do more than simply provide classes and workshops to see tangible results in customer retention programs. Addressing company culture and taking steps to improve worker motivation will boost results from employee development initiatives.

Improving employee motivation
Unfortunately, many organizations struggle with how to motivate their workers. Incentive Central noted that the office environment is a significant factor in employee engagement. Having a supportive boss and the authority to make key decisions about how to resolve problems increased worker satisfaction. These elements are particularly important among front-line workers where a professional and energetic personality can influence customers' decisions.

Employee engagement requires a constant reinforcement of values from management. Incentive Central cited a poll by Gallup that found 82 percent of workers stated recognition for their performance motivated them to achieve more. By taking the time to publicly acknowledge individuals who have shown commitment and dedication, companies can establish clear expectations for all staff members.

Clear expectations were a key element in creating successful training programs, according to The Forum. Participants needed to understand the value of the initiatives and how workshops allowed them to do their jobs better in order to see strong improvement. Highlighting how development programs will fit into customer experience management strategies could generate better results for companies.

Boosting customer loyalty requires employee engagement programs that empower employees to resolve problems effectively and provide consistently superior customer service. Omega Management Group's certified CEMPROSM program provides employees with the knowledge and tools needed to establish successful customer service strategies.