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How employee experience impacts customer experience
A closer look at the ripple effect of engaged employees
Get started →
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
Engaged employees make for happy customers.
Imagine two customer service experiences: one with a frustrated employee and one with a motivated team member.
Now imagine calling an employee who feels valued because leadership listens to their ideas and recognizes their efforts. Motivated and empowered, they take the time to understand your problem, offer personalized solutions, and stick with you until it’s resolved. You hang up feeling cared for and satisfied.
Scenario 1
You call customer service, and the employee seems uninterested, offering only basic responses. Why? Their hard work goes unnoticed, and leadership doesn’t listen to their ideas. With no recognition or motivation, they stick to the script and pass you off when the first solution fails, leaving you frustrated with no resolution.
Scenario 2
Which experience would you prefer?
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
The EX-CX connection is clear.
Engaged employees provide better customer service. Better service makes for more satisfied and loyal customers.
↑21%
↑233%
↑10%
customer ratings
profitability
loyalty rates
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
Real-life example
Tandem Diabetes Care recognizes that a positive employee experience is key to delivering exceptional customer experience.
To achieve this, TTEC Digital helped them implement Genesys Cloud Gamification, a solution designed to boost agent performance by converting objectives into points and metrics. This approach provides a dynamic platform for employees to monitor and manage their output in real time, making their daily tasks more engaging and motivating.
Game on for enhanced support
Hear how it did
See how it works
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
How to improve EX for better CX
COMMUNICATE
LISTEN
PRAISE
EQUIP
TRAIN
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
EX fuels CX.
Investing in your employees is investing in your success.
Your employees come first. And if you treat your employees right, guess what? Your customers come back and that makes your shareholders happy. Start with employees and the rest follows from that.
HERB KELLEHERFounder of Southwest Airlines
Take the next step
Are you ready to put your employees first?
Celebrate success consistently
Failure to recognize employees is a leading cause of turnover. According to OfficeTeam, 66% of employees say they would walk away from their job if they didn't feel appreciated. In contrast, a recent study found that employees are 18 times (!) more likely to produce great work when they are recognized for their efforts.
As employees ourselves, we're passionate about exceptional employee experiences.
Let us help you enhance engagement, reduce churn, and elevate your customer experience.
Connect with us to get started.
How it works
real-time tracking
dynamic engagement
Agents can see their progress and identify improvement areas, boosting achievement and motivation
Personal and team competitions drive continuous improvement and higher performance levels.
Higher Efficiency
improved service
Tandem experienced a 3-minute drop in average handle time so more customers could be helped each day.
The friendly competition and skill development lead to faster response times and higher customer satisfaction.
Provide learning opportunities
Research from LinkedIn Learning found that 94% of employees would stay longer if their company invested in their growth. Despite this, only 14% of employees reported feeling supported in career planning and 26% in skill development. Closing these gaps not only enhances employee satisfaction but also minimizes churn and loss of crucial institutional knowledge that can disrupt CX.
Listen to your employees’ feedback
According to Qualtrics, 74% of employees are more effective in their work when they feel heard. Actively solicit feedback through informal check-ins and more formal employee engagement surveys, and more importantly, act on it. Listening without follow-through can undermine trust and engagement.
Equip agents with the right tools
A study found that 60% of failed attempts at first contact resolution (FCR) were due to an agent’s inability to access the right data. Data silos hinder your frontline employees from resolving issues efficiently, leading to customer frustration. If your systems aren’t talking to each other, how can your agents effectively talk to your customers? By ensuring your tech stack connects, you can reduce friction, tedium and time and enable agents to deliver superior CX.
Communicate clear expectations
According to Psychometrics Canada, over 67% of employees feel that leaders need to improve in clearly communicating expectations. Employees thrive when they understand their roles and priorities clearly, and consistent communication fosters accountability and drives success.
We’ve heard directly from staff that the immediate real-time and historical visibility into individual performance is keeping them fully informed so that they can take appropriate actions to maintain or improve performance. Staff enjoy the peer-to-peer and team competitions, but they really like competing with themselves. Improving on their personal best has been a driver.
STEVE MAZZELLADirector of Customer Technical SupportTandem Diabetes Care
How employee experience impacts customer experience
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Transcript
Explore
Analyze
Discover
Implement
Connect
How employee experience impacts customer experience
A closer look at the ripple effect of engaged employees
Get started →
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
Engaged employees make for happy customers.
Imagine two customer service experiences: one with a frustrated employee and one with a motivated team member.
Now imagine calling an employee who feels valued because leadership listens to their ideas and recognizes their efforts. Motivated and empowered, they take the time to understand your problem, offer personalized solutions, and stick with you until it’s resolved. You hang up feeling cared for and satisfied.
Scenario 1
You call customer service, and the employee seems uninterested, offering only basic responses. Why? Their hard work goes unnoticed, and leadership doesn’t listen to their ideas. With no recognition or motivation, they stick to the script and pass you off when the first solution fails, leaving you frustrated with no resolution.
Scenario 2
Which experience would you prefer?
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
The EX-CX connection is clear.
Engaged employees provide better customer service. Better service makes for more satisfied and loyal customers.
↑21%
↑233%
↑10%
customer ratings
profitability
loyalty rates
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
Real-life example
Tandem Diabetes Care recognizes that a positive employee experience is key to delivering exceptional customer experience. To achieve this, TTEC Digital helped them implement Genesys Cloud Gamification, a solution designed to boost agent performance by converting objectives into points and metrics. This approach provides a dynamic platform for employees to monitor and manage their output in real time, making their daily tasks more engaging and motivating.
Game on for enhanced support
Hear how it did
See how it works
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
How to improve EX for better CX
COMMUNICATE
LISTEN
PRAISE
EQUIP
TRAIN
How EX impacts CX
Explore
Analyze
Discover
Implement
Connect
EX fuels CX.
Investing in your employees is investing in your success.
Your employees come first. And if you treat your employees right, guess what? Your customers come back and that makes your shareholders happy. Start with employees and the rest follows from that.
HERB KELLEHERFounder of Southwest Airlines
Take the next step
Are you ready to put your employees first?
Celebrate success consistently
Failure to recognize employees is a leading cause of turnover. According to OfficeTeam, 66% of employees say they would walk away from their job if they didn't feel appreciated. In contrast, a recent study found that employees are 18 times (!) more likely to produce great work when they are recognized for their efforts.
As employees ourselves, we're passionate about exceptional employee experiences.
Let us help you enhance engagement, reduce churn, and elevate your customer experience.
Connect with us to get started.
How it works
real-time tracking
dynamic engagement
Agents can see their progress and identify improvement areas, boosting achievement and motivation
Personal and team competitions drive continuous improvement and higher performance levels.
Higher Efficiency
improved service
Tandem experienced a 3-minute drop in average handle time so more customers could be helped each day.
The friendly competition and skill development lead to faster response times and higher customer satisfaction.
Provide learning opportunities
Research from LinkedIn Learning found that 94% of employees would stay longer if their company invested in their growth. Despite this, only 14% of employees reported feeling supported in career planning and 26% in skill development. Closing these gaps not only enhances employee satisfaction but also minimizes churn and loss of crucial institutional knowledge that can disrupt CX.
Listen to your employees’ feedback
According to Qualtrics, 74% of employees are more effective in their work when they feel heard. Actively solicit feedback through informal check-ins and more formal employee engagement surveys, and more importantly, act on it. Listening without follow-through can undermine trust and engagement.
Equip agents with the right tools
A study found that 60% of failed attempts at first contact resolution (FCR) were due to an agent’s inability to access the right data. Data silos hinder your frontline employees from resolving issues efficiently, leading to customer frustration. If your systems aren’t talking to each other, how can your agents effectively talk to your customers? By ensuring your tech stack connects, you can reduce friction, tedium and time and enable agents to deliver superior CX.
Communicate clear expectations
According to Psychometrics Canada, over 67% of employees feel that leaders need to improve in clearly communicating expectations. Employees thrive when they understand their roles and priorities clearly, and consistent communication fosters accountability and drives success.
We’ve heard directly from staff that the immediate real-time and historical visibility into individual performance is keeping them fully informed so that they can take appropriate actions to maintain or improve performance. Staff enjoy the peer-to-peer and team competitions, but they really like competing with themselves. Improving on their personal best has been a driver.
STEVE MAZZELLADirector of Customer Technical SupportTandem Diabetes Care