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 am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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