For years, organisations have focused on squeezing every ounce of productivity out of their teams. And it’s been even more significant in the contact centre industry. Companies have reengineered processes, doubled down on monitoring workforce movement, and pushed workers to do more with less. However the concept of focusing on employee happiness has already proved transformative.

Take Hitachi a Japanese industrial and tech company. Several years ago, Hitachi set out to improve organisational productivity by focusing on a single, unexpected metric: worker happiness[1]. They didn’t focus on squeezing more out of each work hour or reinventing processes to save time. Instead, they used wearables and an accompanying mobile app to offer workers suggestions for increasing feelings of happiness throughout the day. Thereby boosting psychological capital (such as self-confidence or motivation), psychological safety, and alignment with management objectives[1]. The results? A remarkable 33% increase in employee engagement, job satisfaction, and happiness[2]. And the business outcomes were just as impressive: a 10% rise in profits, a 15% growth in retail sales, and a 34% boost in call centre sales per hour[3].

At QStory, we have seen that prioritising employee experience (EX) isn’t just about making work better for employees—it’s a game-changer for businesses. When eBay partnered with us to empower their teammates, they didn’t just aim for operational improvements—they focused on creating an experience. Their vision of empowerment was about introducing real, powerful, flexible options for their teammates which were instantly accessible, required no explanation, and removed the stress from the process. The outcomes of eBay’s ‘experience play’ were greater unity, stronger engagement, and a return on investment (RoI) exceeding 300%.

Read the full article