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What Makes Your Employees Engaged and Satisfied?

Over the past few weeks, Cleveland has been abuzz with talk about LeBron James and the future of the Cavaliers. James recently made headlines when he declined his player option and became a free agent before signing a new two-year deal that also contains an option for 2016.

Why was this announcement significant? James essentially told the Cavaliers that he’s happy to finish his career in Cleveland but that the organization needs to hold up its end of the bargain by giving him the resources he needs to win (like a strong supporting cast). It’s safe to say James will likely undergo the same process of re-evaluating his situation next year as well.

As the Cavaliers are learning, it’s not enough to simply attract top talent to your organization. You have to keep employees satisfied, too, if you want to avoid the high costs of employee turnover. Aside from monetary cost, high employee turnover is also terrible for morale and employees may share damaging reviews on social media or company review websites.

So, what’s the secret to making sure your employees stick around for the long haul? The answer, as evidenced in a recent benchmark report from the Society for Human Resource Management (SHRM) on happiness and engagement in the workplace, ultimately boils down to respect and trust (above even benefits and compensation). According to the study, 72 percent of respondents indicated that respectful treatment of employees at all levels is the most important overarching factor for determining a happy work environment, with trust between employees and senior managers coming in second at 64 percent.

Other top factors, aside from those related to job security or finances, include the relationship with immediate supervisors (58 percent), opportunities to leverage skills and abilities in the workplace (58 percent) and having an immediate supervisor’s respect for your ideas (56 percent).

So ask yourself: What makes your employees satisfied and engaged? Are you providing all of the necessary ingredients to produce the best quality of customer care? If not, it’s time to re-evaluate your approach to employee happiness.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.

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