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- Publisher
- Emerald Publishing
- Copyright
- Copyright © Emerald Group Publishing Limited
- ISSN
- 1475-4398
- DOI
- 10.1108/SHR-11-2018-0092
- Publisher site
- See Article on Publisher Site
Abstract
PurposeHow to keep employees engaged, rewarded and retained to improve the end-user and customer experience.Design/methodology/approachThis study provides practical advice on how a business can attract, recruit, retain and develop talented employees to improve customer service, using the author’s experience at Genesys.FindingsThis study explores various research findings including Coleman Parks to establish the challenges organizations face when trying to ensure employees are engaged with their own business.Originality/valueThis is my viewpoint on the situation; I have researched various areas of employee engagement to understand why organizations are facing challenges, and I can provide unique insight as we work with world-leading brands to use technology that will solve these problems in some way at the least.
Journal
Strategic HR Review – Emerald Publishing
Published: Feb 11, 2019