Satisfying Employees Part 2 – Meeting their Mental needs

There are 3 fundamental needs that each employee has that must be fulfilled in order to be satisfied. They are physical, mental and emotional needs. In part 2, I would like to discuss the mental needs which is about whether or not you are providing your workforce with the training and coaching they need to be confident and competent in their jobs. Here is a short list of things that can help you fulfill the mental needs.

• Transitioning from new hire training to the floor. Most companies do a pretty good job at new hire training but when that’s over, many employees are left to sink or swim. Be sure to have some sort of transitional coaching or mentorship available as you could possibly loose some really great employees right out of the gate.
• Ongoing Coaching and Development. Successful and satisfied contact center agents need ongoing coaching and development to increase performance and close skill gaps. This is an ongoing process and time and resource must be allocated to this important task. If you think you can’t afford it listen to this quote from a recent Gallup study. “Companies who implemented coaching and development programs were 50% more likely to have lower turnover, achieve 27% greater profitability and have a 56% higher customer loyalty rating.” Think you can’t afford a coaching and development program? I say you can’t afford NOT to have one.        

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