Gallup’s Employee Engagement Bombshell: Why I’m Not Buying It
Gallup’s latest State of the Global Workplace report (2024) finds that 77% of employees worldwide are not engaged at work. I’m not buying it. Here’s why: Why are the numbers so dire? Part of the answer can be in how engagement is defined, the sample,...
Thriving in the Midst of Change: A Practical Guide for Contact Center Leaders
What standout cultural trait do you see in the most effective contact centers? It’s a question I’m often asked. But before I throw my thoughts into the ring… what would you say? An engaged workforce? A customer-first focus? A strategic mindset? These are...
Empowering Employees as Customer Advocates: Overcoming Barriers
The idea of empowering employees to be customer advocates sounds great to many leaders—in concept. But doing so is easier said than done if barriers are in place. These can include lack of training, misguided performance targets, limited decision-making authority and...
Listen to Your Employees: Survey Smart and Survey Often
Initiate and encourage voice of the employee The late Steve Jobs once famously stated, “It doesn’t make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.” No one in your organization understands processes,...