Our March meeting was held in conjuction with CCNG (Call Center Network Group) at the VA Health Administration Auditorium.
The topic for March was "The Power of Fully-Engaged Employees in the Contact Center"
We had a panel discussion about how to get employees fully engaged. Employees are truly engaged when they have a deep and broad connection with their company and a voluntary and enthusiastic commitment to its success. Full engagement exists when every employee works at the top of his or her game, going the productive extra mile without thinking twice.
We had a good session with a variety of questions and answers for each panelist as well as ideas from the group in attendance.
The panelists were:
Jeannie Davis: Founder and President, Now Hear This, Inc.
Sue Morse: Senior VP of Human Resources, StarTek
Pam Tamas: Director of Customer Service, SUPERVALU
Dr. James Keaten, Ph.D.: IdealDialogue
Key topics:
What it means to be fully engaged
The challenges we face
Strategies for achieving it
The business impact of a highly engaged workforce
Subtopics:
How it impacts the customer experience
How it is impacted by the cultural evolution (the mix of generations in both your company and your customer base)