The four dimensions of employee engagement

An international study of employee engagement in multinational enterprises has listed: job state, organisation state, job behavioural and organisation behavioural as the four types of engagement.

The Society of Human Resource Management (SHRM) Foundation says job state engagement is about employees being passionate about their role, while organisation state engagement is about being passionate about the company they work for. But neither of these types of engagement guarantees productivity – only loyalty.

While job behavioural and organisation behavioural engagement is about productivity and improving themselves and the company, the behaviours don’t necessarily reflect a loyalty to the company.

The study found that methods that appeal to all four dimensions of engagement include: increasing job resources (feedback, autonomy, training and development and task variety) and increasing organisation resources (welfare support and support from line managers, colleagues and senior managers).

The research was led by Professor Veronica Hope Hailey, Cass Business School, who says: “‘Behavioural’ engagement – being proactive – is beneficial from a performance perspective whereas ‘state’ engagement – feeling enthusiastic about your job and the company – helps produce a pleasanter environment which might help retention and other outcomes. It depends what you want to achieve and that will depend on the job market you are operating in.”

Customer Feedback Directors Forum, 21st March 2012, London
Customers are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the voice of the customer is critical to the development of customer engagement strategies. Customer feedback and feeding back on feedback have become business critical issues. Speakers todate include: Jonathan Browne, Forrester Research, Premier Inn - Case Study, Gallup Consulting, Complaints R Great, Verint, Rapide - Veolia Case Study, Foviance, Confirmit, Grey Matters Europe. Complimentary places available.More info........   REGISTER

The joined-up customer service future for multichannel contact centres
Contact centres are set to benefit from operating in an increasingly multichannel environment and are more likely to be viewed as a profit centre rather than a cost centre in the future as they deliver on a joined-up single view of the customer.

Download Report: Multichannel Customer Engagement for Contact Centres Directors Forum, 26th January 2012  Download Presentations

The new, 9th edition of the UK's largest survey of contact centres is now available for download, free of charge.
"The UK Contact Centre Decision-Makers' Guide (2011)" is a 300-page PDF report detailing the business issues,strategies, technologies, expenditure and performance of UK contact centres. Covering topics such as social media, self-service, IP, multimedia, HR, operational performance and strategy, the report is based upon in-depth interviews with over 200 operations. Results are segmented by business sector, contact centre size and activity type, so you can compare your operation with others of the same kind.

Employee and customer engagement – the keys to competitive advantage
Successful and sustainable strategies that organisations use to forge the link between employee and customer engagement, performance and profitability in these turbulent times were bought into sharp focus at the latest Customer Engagement Club Directors Forum. Directors Forum chairman Steve Hurst, editorial director of the Customer Engagement Club reports

Measuring customer engagement - why it’s how you use the data that counts
The latest Customer Engagement Club Directors Forum on Customer Engagement Strategy and Measurement took delegates on a journey through the worlds of BIG data, customer insight, company culture and employee and customer engagement in the search for profitability and competitive advantage 

Customers voting with their feet when organisations fail to listen
Switching epidemic continues unabated as latest Satmetrix Churn Index suggests many service and supplier organisations are still not listening to customers as close on 10 million have switched in past six months