Archive | Employee Engagement

The Key to Success with Employee Empowerment: Work Backwards from the Customer

In the mid-1980s during my time at IBM, I remember an “empowerment” initiative that swept through the company. We attended training programs and learned that to be empowered meant we had to take more responsibility and be accountable for the results. Over the next couple of years the strategy unfolded, as IBM pushed more authority […]

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Employee Engagement: Putting the Cart Before the Horse?

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.—Sam Walton In the wake of Yahoo! CEO Marissa Mayer’s directive to terminate work-from-home privileges, there’s been heated debate about the wisdom of her decision. Will reduced flexibility cause […]

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Want to Empower Call Center Agents to Delight Customers? Improve Your A.I.M.

On a trip to Orlando two years ago, I arrived quite late to a Hilton hotel and visited the restaurant a few minutes before closing. The server took my order and disappeared… for just a few minutes too long. I was starting to wonder if my order been forgotten, when the server came back, apologized […]

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Lean, Not Mean — 3 Reasons Why Southwest Wins with a Culture that Empowers Employees

One of the biggest misconceptions about Customer Experience (CX) is that it’s about delivering a “premium” experience. You know, like Apple, Ritz Carlton and Zappos. It’s true some companies win by “wowing” their customers. But CX can also be a differentiator in low-cost business models. Like Southwest Airlines, one of my favorite examples of a […]

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Virtual Contact Centers: 3 reasons to like LiveOps solution for Alt-Tab Hell

This week LiveOps announced a new agent desktop as part of its cloud-based contact center solution. I’ve been paying a bit more attention to this market space lately, which for the purposes of this post I’ll call Virtual Contact Center (VCC). VCCs (including LiveOps) were actually launched around the same time as NetSuite, RightNow, […]

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