In 2015 research, The Service Council found that 50% service organizations had ad-hoc or no metrics in place to measure employee engagement. Getting a hold of employee engagement was highlighted as a major service talent focus for the 12 months of 2016.

TSC's Workforce and Talent research (Join the Group) in 2017 started with a deeper look into employee engagement programs for the service employee, as in: 

• The increasing interest in the metric of employee engagement
• Maturity of engagement programs
• Outcomes driven from improved engagement

Joining TSC on the call were two senior members of the community:

• DAWN JESSO, Manager - Coverage and Capabilities, Xerox
• RICK MEARS, Vice President - Guest Services, San Francisco Giants

Are service organizations making progress on the topic of engagement? Listen in to find out.