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White Paper: Frontline staff engagement strategies for driving outstanding CX and growth

What is your organization doing to improve employee engagement? How would you rate your organization’s visibility into staff behaviors in customer interactions? What coaching methods are you deploying to improve sales and service excellence, and employee retention?

These are among the questions SeeEverything posed to leaders of retail banks and credit unions around improving employee engagement. SeeEverything’s research findings highlight poor visibility into the quality of banker customer interactions and inability to link coaching to business performance.

 
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Key Takeaway: Employee engagement has a strong impact on CX and employee retention

Surveyed bankers ranked customer experience impact and talent retention as the primary reasons why employee engagement is important.

Ninety four percent of the respondents said, “engaged employees deliver better CX” and eighty eight percent of them said, “Engaged employees are more likely to stay in the organization.”

Key Takeaway: Employee engagement has a strong impact on CX and employee retention
 
 
Key Takeaway: “Easier” methods are more pervasive than the “harder” ones that have greater impact

Key Takeaway: “Easier” methods are more pervasive than the “harder” ones that have greater impact

Providing on-going observational coaching and holding employees accountable are among the top challenges to improve productivity.

Yet, coaching and observations are the least pervasive methods for improving employee engagement. Voice of Employee Surveys is the most pervasive engagement improvement method, because it is much easier to implement.

 
 

Key Takeaway: Poor visibility into customer banker and manager banker interactions

There is a strong correlation between the frequency of observations and visibility into staff behaviors in customer interactions. Fifty eight percent of the respondents rated their organization’s visibility into frontline behaviors in customer interactions as “not high”.

Thirty percent of the surveyed leaders said that insight into the quality of manager banker interactions was either low or none.

Key Takeaway: Poor visibility into customer banker and manager banker interactions
 
 

Improve Employee Engagement with Observational Coaching

To be a leader in front-line employee engagement, a financial services organization needs to have high visibility into staff behaviors in banker customer and manager banker interactions.

Download the full research report to learn how your organization can improve employee engagement to deliver outstanding CX and growth with observational coaching.