Blog by Service Strategies
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According to data from the Future Foundations think tank, one in eight employees throw in the towel and leave their job before they reach a competent level of performance. Why they fail to reach a competent level is more about training and the skills of their manager than it is about the employee.
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Employees are motivated to complete tasks when they perceive the outcome will satisfy one or more of their basic human needs. To ensure long-term motivation, managers must create a work environment that provides employees with the opportunity to satisfy these needs on a consistent basis.
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The question is, do we really need a succession plan during this depressed economic period when unemployment is at its highest in decades? In order to answer the question, we need to better understand what a succession plan is and how it relates to running a service organization. There is a perception that succession planning is only applicable for senior executive positions such as CEO, COO etc.
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By: Ben Stephens, Service Strategies
In over twenty years working in customer support, I have noticed that one problem has remained a surprising constant: the inability of organizations to crack the code on hiring the right people for customer support positions. It seems this would be an easy problem to solve – you just hire people [...]
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