Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement. There is a powerful connection between employee engagement and business results.

In a recent LinkedIn Learning course “Service Metrics for Customer Service,” I consider how to assess employee engagement and, most importantly, what to do with the information.

Employee engagement from Service Metrics for Customer Service by Brad Cleveland