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THE BEST METHODOLOGY IN THE BUSINESS

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ASK THE RIGHT QUESTION, IN THE RlGHT WAY

For years, companies have grappled with the challenge of framing the right questions for employee engagement feedback. They've pondered the significance of these questions and how to enact meaningful change based on employee responses. We've streamlined this process for you, introducing the HeadsUp LEADER score. This innovative metric delves deep, posing the most pertinent questions to gauge agent engagement. Furthermore, it segments the score into six foundational components of engagement, providing clarity on areas needing attention in your work environment.

1

Leadership influences both the Belonging and Esteem levels of Maslow's hierarchy, creating a supportive work environment that fosters a sense of belonging and connection. Through effective leadership, employees feel valued, appreciated, and recognized, which bolsters their motivation and overall performance.

2

Engagement primarily impacts the Esteem and Self-Actualization needs of employees. When individuals are truly engaged, they experience heightened job satisfaction and are perpetually motivated to maximize their potential, constantly enhancing their skills and knowledge.

3

Alignment resonates with the Esteem and Self-Actualization needs of Maslow's hierarchy. When employees feel their personal values and aspirations are in harmony with the organization's ethos, their engagement levels surge, and they find greater fulfilment in their roles.

Development

DEVELOPMENT is closely tied to Esteem Needs, instilling a sense of accomplishment and recognition in employees. It also touches upon Self-Actualization, presenting opportunities for employees to harness and showcase their unique talents and skills.

Enablement

Enablement predominantly targets the Self-Actualization tier. When employees are empowered with the right tools, resources, and support, they not only excel in their roles but also feel a deep sense of fulfilment. On a foundational level, enablement also caters to the physiological needs, equipping employees with the essentials to commence their journey to success.

6

Readiness, particularly in the context of burnout, concentrates on addressing the physiological and safety needs of employees. These fundamental needs focus on essential well-being requirements and a sense of security. However, burnout can also have a detrimental effect on an individual's Esteem needs, leading to diminished self-worth and motivation.

Explore real-life use cases

Employee engagement often sounds like a expensive and theoretical exercise for a contact centre - but it is't!

Discover real-life, practical examples of how contact centres around the world make real changes using HeadsUp data

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eNPS vs leader

WHAT ABOUT eNPS

Employee Net Promoter Score (eNPS) offers a singular dimension into employee sentiment. Unfortunately it often doesn't provide a comprehensive picture needed to drive substantial change within an organization. Recognizing its significance in the business world, we've incorporated eNPS into our bi-annual detailed survey. This ensures that companies who value the metric have access to it for benchmarking purposes. However, when paired with our LEADER score, organizations receive a more in-depth insight, guiding them on actionable steps to positively influence their eNPS.