Want Award-Winning Employee Engagement? Treat Employees as Individuals

Take a glance at any popular article about the top things millennials want in a workplace, and you may start to think that younger workers are only looking for ping pong tables and gourmet coffee in the break room. But according to the 10 Best Workplaces for Millennials list put out by Fortune this year, there's a common reason top employers are able to retain their millennial workers: They treat employees as individuals.

At financial company Edward Jones, for example, management puts a focus on helping employees fulfill their potential. Planning and design firm Kimley-Horn's employees love that leaders value their individual knowledge. Kimpton Hotels & Restaurants gets rave reviews for valuing individuals for who they are, and Progressive Insurance gets top marks for flexibility in accommodating personal schedules.

Accounting firm Porter Keadle Moore (PKM), which for 10 consecutive years was recognized in a different list of best employers for millennials, has spent plenty of time cultivating its reputation as one of the best places to work for millennials. In an interview with Investopedia, Christie Bell, the firm's director of human resources, explains that it's all a result of how the company treats employees.

"You can't take a broad stroke approach," Bell told Investopedia. "You really have to get to know each individual as a person." From providing proactive feedback and mentoring opportunities to crafting individual career plans, PKM's goal is to keep millennials engaged by letting them know they're seen at a personal level.

Impacting individuals at scale

Providing this level of individualized attention doesn't just land you on "Best Place to Work" lists. It also improves your retention and job performance (making a bigger impact on your business's most important KPIs). Plus, your customers will feel the difference when they call, translating into increased satisfaction scores and loyalty.

Treating each employee like an individual is an idea that's easy to wrap your head around about when you're a mom-and-pop business. But what if you're running a contact center with dozens — or hundreds or thousands — of employees? When you're managing a large team, you may feel like you barely have time to take a lunch break, let alone spend time developing individualized coaching plans or managing everyone's schedules.

What if you had a software solution at your fingertips that let you provide individualized attention and flexibility at scale? NICE Performance Management (NPM) was just honored with the 2018 Workforce Optimization Innovation Award by TMC's CUSTOMER magazine in recognition of its unique adaptive capabilities that empower organizations to personalize employee engagement initiatives by individual.

NPM gives call center managers coaching tools and structured coaching program workflows that are adaptive to each agent's strengths, weakness and preferences and provide individualized plans tailored to the organization's KPIs. The system also empowers managers to deliver targeted coaching by measuring and providing analytics and offering easy access to impact and feedback.

Are you ready to see what a difference treating employees like individuals can make in your workforce? Learn more about how NPM can help.