Employee Engagement Statistics

Do you need to make the case for your efforts to improve employee engagement? These numbers may help: 51% of US workers are not engaged, while 17.5% are actively disengaged. (Source: Gallup) Compared with disengaged employees, highly engaged employees are 4.7x more likely to do something good for the company even if it is not expected of them. (Source: Temkin …

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The Edge of Service® Newsletter, Issue 28: Motivation: Removing the Barriers

Dave Koz, the recognized jazz saxophonist and composer, has received nine GRAMMY nominations and has had nine No. 1 albums on Billboard’s Current Contemporary Jazz Albums chart. He’s played for several presidents, hosts two popular radio shows, and is a successful entrepreneur. Most impressive to me—even beyond his musical talent—is his ability to bring out the best in those he …

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The Best-Managed Contact Centers: #3 – They Know that Their People Are the Key to Success

Cultures vary dramatically from one organization to the next. You’d likely notice some hairstyles that you don’t see every day at some tech contact centers. Some centers who cater to a younger workforce have break room amenities, such as video game consoles, that put most others to shame. Other centers, especially those who serve business customers, maintain a somewhat more …

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The Best-Managed Contact Centers: #2 – They Have a Supporting Culture

Characteristic #2: They Have a Supporting Culture  Culture — the inveterate principles or values of the organization — tends to guide behavior, and can either support and further or, as some have learned the hard way, ruin the best-laid plans for organizational change. While there is no guaranteed formula for creating a supporting culture, many seasoned managers agree that shaping …

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