Insight directly from Brad on customer experience, employee engagement, contact center management and customer service leadership.

Traits of Engaged Employees

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including:

  • Shutterstock engagedThey believe in their organization.
  • They have the desire to work to make things better.
  • They understand the business context and big picture.
  • They are respectful and helpful to colleagues.
  • They are willing to go the extra mile.
  • They stay up to date with developments in their industry.

Put a small team of employees together and take stock of each trait. What’s going well? Where are the improvement opportunities? What steps can you take to (authentically, with buy-in) improve each?