Report: Engaging A Tethered Workforce

1701_engagingatetheredworkforce_coverWe just published a Temkin Group report, Engaging A Tethered Workforce.  Here’s the executive summary:

Companies across a number of industries create and deliver customer experiences (CX) through a combination of traditional employees and other workers who they do not directly control – such as contractors or employees of channel partners or outsourcing partners. Despite not being directly employed by the company, these other workers – who make up what Temkin Group calls a “tethered workforce” – still play a critical role in delivering experiences that represent the company’s brand. However, tethered workers differ from typical full-time, corporate employees in ways that pose challenges to brands’ efforts to align these workers with their customer experience goals and objectives. In this report, we examine how brands are tapping into these tethered employees. Here are some highlights:

  • Companies must manage three connections: 1) Between themselves and their partners that employ the tethered workers, 2) Between their partners and the tethered employees, and 3) Between themselves and the tethered workers.
  • We share over 30 examples of best practices from across Temkin Group’s Five I’s of Employee Engagement: Inform, Inspire, Instruct, Involve, and Incent.
  • We offer brands a blueprint for engaging tethered workers with key things to think about across the three connections of tethered workforces.

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Here are the 17 best practices described in the report:

1701_bestpracticesforengagingtetheredworkers

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Report Outline:

  • Delivering Experiences Through Non-Employees Is Challenging
  • Brands and Their Partners Need to Engage Tethered Workers
    • Brand and Channel or Outsourcing Partner: Collaborate for Success
    • Partner and Tethered Workers: Balance Interests
    • Brand and Tethered Workers: Forge Attachment
  • A Blueprint for Engaging Tethered Workers

 

Figures in the Report:

  1. How Tethered Workers’ Characteristics Impact the Customer Experience
  2. Engaged Employees Are Valuable Assets
  3. Employee Engagement Virtuous Cycle
  4. How Characteristics of tethered Workers Can Be Mitigated by the Five I’s of Employee Engagement
  5. Three Key Connections of Tethered Workforces
  6. 17 Practices for Engaging Tethered Workers
  7. How Partner CX Advocacy Programs Can Help
  8. Best Practices for Partners to Balance Interests
  9. Select TouchPoint Support Services Manager Training
  10. Channels for Listening to the Voice of the Employee
  11. The Oxford Commitment
  12. Oxford Properties’ Dialogue Series
  13. Recommendations for Designing an Effective Employee Recognition Program
  14. Blueprint for Engaging Tethered Workers

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Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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